Zomato is set to discontinue the services of around 240 employees working in its Customer Delight operations in Hyderabad as the company reorganises its in-house customer support structure.
Eternal, the parent company of Zomato, has offered affected employees their full August salary along with a payment equivalent to four months’ pay. The package includes contractual notice pay and a one-time ex gratia payment.
An industry executive directly familiar with the development said the decision followed a review of Zomato’s Customer Delight operating model and organisational requirements. The executive spoke on condition of anonymity.
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Zomato to Consolidate In-House Support in Gurgaon
Zomato’s customer support operations have changed considerably in recent years, with a growing portion of the work being handled by specialised external partners.
The company is now looking to consolidate its remaining in-house customer support operations into a single integrated team. According to the executive, the team is expected to operate closer to Zomato’s product, technology, analytics and business functions.
The restructuring will result in the Hyderabad Customer Delight team being downsized, affecting around 240 employees.
The move comes after changes to the support model over the past six months. With external partners handling more customer-facing work, the company is reassessing the size and structure of its remaining internal workforce.
Four Months’ Pay, Insurance and Counselling Offered
Zomato has put together a support package for employees whose services are being discontinued.
Affected workers will receive their August salary along with an amount equivalent to four months’ pay. This will include contractual notice pay as well as a one-time ex gratia payment.
The company will also provide medical insurance to the affected employees. Counselling support will remain available until March 31, 2027, giving employees access to assistance during the transition.
Zomato is also allowing affected workers to retain company-issued laptops and earphones for personal use.
The company has further arranged dedicated outplacement assistance. The programme is intended to help employees identify new job opportunities based on their existing skills and experience.
Layoffs Come Amid Wider Changes in Food Delivery
The restructuring comes as food delivery and quick-commerce companies continue to reassess their operating models.
Customer support has increasingly become an area where companies can combine technology, automation and specialised external service providers. That can reduce the need for large in-house teams while changing how customer complaints and service requests are handled.
For Zomato, the latest decision appears focused on consolidating the remaining internal workforce rather than simply eliminating customer support functions altogether.
The company is also making changes in another area of its platform. Zomato has announced a zero-tolerance policy against restaurant listings and food products containing analogue dairy ingredients.
Under the policy, dishes declared by restaurant partners as containing analogue dairy will be removed from the platform immediately. Restaurants that continue to remain non-compliant may also face delisting.
Zomato said the measure is intended to ensure that customers receive food that is accurately represented and meets expected quality standards.
The two developments reflect different aspects of the company’s ongoing operations: while its customer support structure is being reorganised, it is simultaneously tightening requirements for restaurant partners and product information.
For the 240 employees affected in Hyderabad, however, the immediate issue is the loss of their jobs. The compensation, insurance, counselling and outplacement support are intended to ease that transition, while the company moves its remaining in-house Customer Delight operations towards Gurgaon.
What this means for you: If you work in customer support or other operations roles, changes such as outsourcing, automation and team consolidation can alter job requirements quickly. Keep your employment records, understand your notice and severance terms, and use any outplacement or counselling support offered by your employer.
For Zomato customers, the restructuring does not indicate that customer support is being discontinued. The company is instead changing where and how its remaining in-house support operations are organised.
