Zomato Restructures Customer Support, 240 Jobs Hit
Zomato, a food delivery company, is shutting down its customer support operations in Hyderabad, affecting approximately 240 employees, according to reports. Other reports have put the overall number of affected employees at around 250. Zomato is consolidating its remaining in-house customer support operations in Gurugram while moving a larger share of the work to specialized external partners.
The decision was communicated to employees on Monday, August 31, and follows a review of Zomato's customer-support operating model and organizational requirements.
This is not simply a location change. It marks another step in how Zomato is redesigning a function that has already undergone significant changes through automation and workforce restructuring.
The Support Model Is Changing
Zomato's customer support operation has been moving away from a predominantly in-house structure. People familiar with the latest restructuring told multiple publications that, over the past six months, the company has shifted a larger share of customer-support...
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