Zomato Layoffs: 240 Employees Affected as Hyderabad Customer Support Centre Shuts

New Delhi: Zomato has reportedly laid off around 240 employees following the closure of its customer-support operations in Hyderabad as the food delivery company restructures its customer service operations.

The decision follows a review of Zomato’s customer-support model, with the company shifting a larger portion of support work to external partners. The remaining in-house customer-support operations will reportedly be consolidated in Gurugram, where Zomato’s product, technology and analytics teams are based.

Zomato increases focus on AI and automation

The restructuring comes amid a broader shift toward artificial intelligence (AI), automation and outsourced customer support across Zomato’s operations.

Over the past year, the company has increased its use of technology to handle customer queries and support-related processes. The move has reduced the need for larger in-house support teams.

Zomato had previously reduced its customer-support workforce by around 600 employees across Gurugram and Hyderabad in April 2025, according to reports.

Severance package for affected employees

Employees affected by the Hyderabad closure have reportedly been offered a severance package that includes four months’ salary, medical insurance and counselling support until March 2027.

The company will also allow affected employees to retain company-issued laptops and earphones, while providing outplacement assistance to help them explore new employment opportunities.

Hyderabad layoffs limited to customer support

The latest workforce reduction is reportedly limited to Zomato’s Hyderabad customer-support team. No similar restructuring has been announced for other teams at this stage.

The move highlights the changing nature of customer-service jobs in the food delivery sector, where companies are increasingly combining AI-powered systems, automation and third-party service providers to manage customer interactions.

For Zomato, the restructuring is aimed at creating a more consolidated support structure while controlling operating costs. For employees, however, the closure represents a significant workforce transition as technology and outsourcing continue to reshape customer-service operations.

The development comes as food delivery platforms continue to face challenges around customer experience, food safety, operational efficiency and regulatory compliance, increasing the importance of balancing cost management with customer trust.