Zomato Layoffs: Eternal Shuts Hyderabad Customer Support Operations, Around 240 Employees Affected

Zomato layoffs: Eternal, the parent company of food delivery platform Zomato, has reportedly shut down its Customer Delight operations in Hyderabad which is going to affect nearly 240 employees.

The employees who were laid off were informed about the decision on August 31st as the company restructures its customer support operations.

Zomato Layoffs in Hyderabad: What Happened?

According to reports, Eternal has decided to shut down its in-house customer delight team in Hyderabad.

The Customer Delight division had over 240 employees, which handled customer support and related service operations for Zomato.
After the restructuring, the remaining in-house customer support operations are being consolidated in Gurugram, where Eternal has a sizable customer care and support team.

Employees in Hyderabad were reportedly informed about the decision on August 31.

The development has put the spotlight on Zomato job cuts, Eternal layoffs and Zomato customer support restructuring.

Why Is Zomato Shutting Hyderabad Operations?

Eternal has reportedly described the move as an operational restructuring rather than a performance-linked exercise.
The company said the decision was connected to changes in its operating model and organisational requirements. It has decided to reorganise operations and rationalise the size of the team.

An industry executive cited in reports said the decision followed a review of the Customer Delight operating model and the organisation's requirements.

The restructuring also comes amid broader changes in Zomato's customer support operations. Over the last six months, more customer support work has reportedly moved to specialised external partners.

This means the latest Eternal restructuring is not necessarily limited to the Hyderabad team but reflects a broader change in how the company manages customer service.

Can Zomato Employees Relocate to Gurugram?

Some affected employees have reportedly been offered the option to relocate from Hyderabad to Gurugram and continue working with the company's customer support team at its headquarters.
Gurugram is an important location for Eternal's customer care and support operations, and the relocation option could provide some employees with an opportunity to continue with the company.