Zomato lays off 250 employees as customer support operations restructured

New Delhi, Aug 31 (IANS) Food delivery major Zomato has reportedly laid off around 250 employees in its latest round of workforce restructuring.

The job cuts follow a review of the company’s customer delight operating model and organisational requirements, according to the NDTV Profit report.

As part of the restructuring, Zomato has decided to discontinue its Customer Delight operations in Hyderabad and consolidate its remaining in-house operations at a single location in Gurgaon.

The move affects approximately 240 employees in Hyderabad, the report added.

The company said the decision was driven by changes in its customer support model rather than employee performance. “We have decided to reorganise our operations and rationalise the size of the team,” it said.

Zomato’s customer support operations have undergone significant changes over the past six months, with a larger share of the workload now being handled by specialised external partners.

The in-house operations that remain will be consolidated into an integrated team in Gurgaon, where they can work more closely with the company’s product, technology, analytics and business functions.

According to the report, the affected employees will receive their August salary along with four months of severance pay, which will include contractual notice pay and a one-time ex gratia payment.

The company will also extend medical insurance and counselling support until March 31, 2027, providing additional assistance to employees affected by the restructuring.

In another measure aimed at easing the transition, employees will be allowed to retain their company-issued laptops and earphones for personal use.

Zomato will also provide dedicated outplacement assistance to help the affected employees find suitable job opportunities.

The latest layoffs come as Zomato continues to reshape its operating model, with greater reliance on external partners for customer support and a smaller, consolidated in-house team handling the remaining functions.

Meanwhile, earlier in the day, the food delivery giant said it has adopted a zero-tolerance policy on the sale of analogue dairy dishes by restaurants listed on its platform with immediate delisting of dishes that partners have declared as containing analogue dairy after the food regulator FSSAI’s action on several restaurants.

–IANS

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