Zomato has laid off around 250 employees as the food delivery platform restructures its customer support operations, closes its Hyderabad Customer Delight centre and consolidates its remaining in-house support team in Gurugram.
The workforce reduction follows a review of Zomato’s customer support operating model and organizational requirements. The company said the decision was driven by the restructuring of its operations rather than employee performance. “We have decided to reorganize our operations and rationalize the size of the team,” Zomato said.
Around 240 employees in Hyderabad are affected by the closure of the city’s Customer Delight operations. The remaining in-house customer support functions will be brought together at a single location in Gurugram, allowing the team to work more closely with Zomato’s product, technology, analytics and business functions.
The move comes after a significant change in Zomato’s customer support model over the past six months. The company has increasingly shifted customer-service work to specialised external partners, reducing the size of the support operation it manages internally.
Reports indicate that the affected workers are employed through third-party service providers rather than directly by Zomato. The restructuring is therefore focused on the support ecosystem surrounding the platform rather than representing a broad reduction in Zomato’s direct corporate workforce.
