New Delhi: Food delivery major Zomato has laid off around 250 employees as part of a restructuring of its customer support operations, sources told NDTV Profit.
The company has decided to discontinue its in-house Customer Delight operations in Hyderabad and consolidate the remaining operations at a single location in Gurgaon.
Around 240 Hyderabad employees affected
According to sources, approximately 240 employees in Hyderabad have been affected by the decision.
The layoffs follow a review of Zomato’s Customer Delight operating model and organisational requirements. The company said the decision was not a reflection of the employees’ performance, commitment or contribution.
“Our customer support model has changed significantly over the past six months,” sources said, adding that more work is now being handled through specialised external partners.
Zomato to offer severance support
The affected employees will receive their August salary along with four months’ severance, including contractual notice pay and a one-time ex gratia payment, according to sources.
Their medical insurance and access to counselling support will continue until March 31, 2027.
Zomato will also transfer ownership of company-issued laptops and earphones to the affected employees for personal use.
Company offers help with new opportunities
The company will provide dedicated outplacement assistance to help affected employees identify relevant employment opportunities.
Sources said the restructuring is intended to bring the remaining in-house customer support operations closer to Zomato’s product, technology, analytics and business functions in Gurgaon.
The latest workforce reduction comes as the company continues to reorganise its operations and adapt its customer support model, with a larger share of work being managed through external specialised partners.
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