Zomato, led by Deepinder Goyal, has reportedly let go of 600 customer support associates, just a year after hiring them under its Zomato Associate Accelerator Program (ZAAP). The layoffs come as the company faces slowing growth in food delivery and increasing losses at Blinkit, its quick-commerce subsidiary.
Zomato is shifting toward AI-driven automation to cut costs and enhance efficiency, reducing its reliance on human support teams. Many affected employees, hired on contract, were not offered renewals at the end of their tenure. Some claim they were dismissed without prior warning, receiving only a month’s severance pay.
Several former employees voiced their frustration on Reddit, calling the layoffs abrupt and unfair. Some accused the company of misleading workers with promises of career growth, only to terminate them suddenly. One ex-employee alleged they were fired for an average delay of 28 minutes over three months, despite meeting performance metrics.
The move comes shortly after Zomato launched Nugget, an AI-powered no-code customer support platform aimed at automating service operations.
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