Uber Cuts 10% of Customer Support Staff, Pushes AI and Office Return

Uber has let go of 10 percent of its customer service workforce, pointing to artificial intelligence as the driving force behind the decision. The cuts hit the company’s Community Operations division, which handles global support across languages and regions, including teams that work directly with local drivers and businesses. A spokesperson told Bloomberg the move is meant to simplify operations, encourage in-person collaboration, and keep pushing AI adoption.

In an internal memo, Megha Yethadka, Uber’s vice president of global community operations, told staff the department had become too complex and siloed. She acknowledged the team had made progress using AI but said scaling it further required a more effective structure. Bloomberg did not specify exactly how Uber plans to use generative AI in customer service, but the technology has advanced rapidly—voice AI now handles natural conversations, understands complaints, and responds in real time. Alongside the layoffs, Uber reportedly told remote workers in the affected team to relocate to hub offices as part of a return-to-work mandate.

Uber joins a growing list of companies tying job cuts to AI. In June, Oracle eliminated 21,000 roles globally, citing AI adoption. Snap let go of about 1,000 workers in April, apparently to shift resources toward AI. Meta also trimmed 10 percent of its staff—8,000 jobs—and moved 7,000 employees into AI-focused teams. For Uber, the layoffs follow earlier signals it was slowing hiring due to AI use, and now the company is betting that fewer people—and more machines—can handle the calls.