Zomato to lay off over 200 customer delight employees in Hyderabad; support model consolidates as one team from Eternal's Gurugram office

Zomato is set to lay off over 200 employees in Hyderabad as part of a restructuring of its customer support operations. The layoffs, affecting approximately 240 staff members, are a result of significant changes in the company's customer delight model over the past six years.¹

The new operational model will consolidate customer support into one functional team based at Eternal's Gurugram office. Employees affected by the layoffs will receive their August salaries along with an additional four months' pay, which includes a contractual notice pay and a one-time ex-gratia payment.²

In addition to financial compensation, the impacted employees will be eligible for medical insurance and counselling support until March 2027. The company will also allow the transfer of company-issued laptops for personal use. Zomato has committed to assisting laid-off employees in their search for new job opportunities.

These layoffs follow a previous round in April 2025, where 500 junior-level employees were let go from the company's associate programme, indicating a trend of workforce reduction within the organization.