Zomato Shuts Hyderabad Customer Support Centre

Food delivery platform Zomato is shutting down its customer support operations in Hyderabad, affecting around 240–250 employees. The company said the decision is part of a broader restructuring of its customer support model and is not a reflection of the performance or contribution of the affected employees. Over the past six months, a larger share of customer-care work has been shifted to specialised external partners.

Zomato is not discontinuing its in-house customer support operations completely. The remaining team will be consolidated at the company’s Gurugram headquarters so that it can work more closely with product, technology, analytics and business teams. The affected employees will reportedly receive their August salary along with four months of severance, including contractual notice pay and a one-time ex-gratia payment. Medical insurance and counselling support will continue until March 31, 2027, while additional outplacement assistance will also be provided. The restructuring comes amid the company’s increasing reliance on outsourcing, AI and automation for customer support.