Food delivery platform Zomato has reportedly shut down its customer support operations in Hyderabad, resulting in around 250 employees losing their jobs, according to a report.
The report stated that Zomato took the decision as part of a restructuring exercise following changes to its customer support model over the past six months. Meanwhile, the company has shifted a larger share of its customer support work to external partners.
According to the report, Zomato is consolidating its in-house customer support operations at its Gurugram headquarters. The move will bring the support function closer to the company’s product, technology, analytics, and business teams.
Zomato informed employees about the decision on Monday as part of a review of its customer support operating model and organisational requirements. As part of the transition, affected employees will receive their August salary along with four months’ pay, which includes contractual notice pay and a one-time ex gratia payment.
Additionally, the company will continue medical insurance and counselling support for affected employees until March 31, 2027.
The move follows a broader trend among consumer internet companies, which are increasingly shifting customer support functions to external service providers and automation. Consequently, companies can reduce their dependence on large in-house support teams.
Zomato had previously laid off around 500 junior-level employees in April 2025. The latest restructuring therefore marks another significant change in the company’s customer support operations.
