Food delivery app Zomato , which is owned by Eternal, is shutting down its customer support centre in Hyderabad as part of its restructuring strategy for customer support operations. The food delivery major is consolidating its customer support operations, also known as “Customer Delight” operations, at its headquarters in Gurugram. The restructuring exercise has led to lay offs of about 240-250 employees, sources said.
The company did not respond to emailed queries sent by businessline.
Sources said this reorganisation was part of the company’s decision to consolidate the customer support operations into an integrated team at a single location in Gurugram. This also puts customer support operations closer to the company’s product, technology, analytics and business functions in Gurugram.
New Additions
“A few of the employees have been offered an option for relocation. They will work with the customer team at the headquarters. We have a fairly large team in Gurugram to handle customer care and support functions. The decision will affect 240-250 employees in Hyderabad,” a person close to the development said. This also comes at a time when companies such as Zomato have been roping specialised external partners to manage customer support functions.
In its earning call for Q1 FY27, the company’s management said that it has been witnessing an acceleration in new users that have been added to the platform in the past 3-4 quarters. Zomato’s Net Order value grew 20 per cent to ₹10,769 crore in the June quarter.
In April 2025, Zomato had laid off about 500 junior-level employees. These employees were part of the Zomato Associate Accelerator Program (ZAAP) which focuses on consumer experience, consumer concerns, managing queries and escalating consumer complaints.