Zomato Lays Off 250 Employees Amid Restructuring Of Customer Support Operations

New Delhi - Food delivery giant Zomato has announced the layoff of approximately 250 employees as part of a restructuring initiative focused on its customer support operations. This decision, reported by NDTV Profit, stems from an evaluation of Zomato's Customer Delight operating model and organizational needs.

In line with the restructuring, Zomato's Hyderabad-based Customer Delight operations will be shut down, impacting around 240 staff members. The remaining customer support functions will now be centralized in Gurgaon, allowing closer alignment with the company's product, technology, analytics, and business operations.

Zomato attributes the decision primarily to changes in its operating model rather than employee performance. The company aims to rationalize its team size as a result of this reorganization. Over the past six months, Zomato has gradually transitioned a significant portion of its customer support work to external specialized partners.

Employees affected by the restructuring will receive their August salary, four months of severance pay including contractual notice and a one-time ex gratia payment. Medical insurance and counseling support will be provided to affected personnel until March 31, 2027. Departing employees are also permitted to keep Zomato-issued laptops and earphones for personal use. Additionally, the company will offer dedicated outplacement assistance to aid in their job search.

In a separate development, Zomato has introduced a zero-tolerance policy against analogue dairy products, such as paneer, following regulatory action by the Food Safety and Standards Authority of India (FSSAI). Any restaurant partner identified as serving these items will have them immediately removed from Zomato's platform.