Zomato cuts about 250 jobs as Hyderabad customer support centre shuts

New Delhi: Food delivery platform Zomato has reportedly laid off around 250 employees as it restructures its customer support operations and increases its reliance on specialised external partners.The latest workforce reduction follows a review of the company's Customer Delight operating model and organisational requirements, according to an NDTV Profit report.Hyderabad Operations ShutAs part of the restructuring, Zomato is discontinuing its Customer Delight operations in Hyderabad, affecting around 240 employees.The remaining in-house customer support operations will be consolidated in Gurgaon, bringing the team closer to the company's product, technology, analytics and business functions.Zomato Bans Analogue Cheese, Paneer And Dairy Products, Warns Restaurants Of Delisting Zomato said the decision was linked to changes in its operating model and not the performance of employees.“We have decided to reorganise our operations and rationalise the size of the team,” the company said.Over the past six months, Zomato has gradually shifted a larger share of customer support work to specialised external partners.Four Months' Severance OfferedEmployees affected by the restructuring will reportedly receive their August salary along with four months of severance, including contractual notice pay and a one-time ex gratia payment.Zomato will also continue medical insurance and counselling support for affected employees until March 31, 2027.NPS For Gig Workers: Zomato, Swiggy, Ola And Uber Workers Can Start Pension Savings With ₹99 In another support measure, departing employees will be allowed to retain their company-issued laptops and earphones for personal use.The company will also provide dedicated outplacement assistance to help them identify new employment opportunities.Separately, Zomato has introduced a zero-tolerance policy on analogue dairy dishes after regulatory action by FSSAI. Dishes declared by restaurant partners as containing analogue dairy will be immediately delisted from the platform.

The re-structuring is being conducted on the basis of a recent review of Zomato's Customer Delight operating model and organisational requirements, sources said.

Zomato Layoffs: Sources told NDTV Profit that in addition to the August salary, the affected employees at Zomato will receive four months' of severance pay, including contractual notice pay and a one-time ex gratia payment.

Zomato has made the decision to shut down its customer support operations in Hyderabad, impacting around 250 employees. Those affected will receive their salaries and severance packages, along with continued medical benefits. This transition aims to centralize support services at the Gurugram headquarters, reflecting broader outsourcing trends in the industry.