Uber cuts 10% of customer service jobs, cites AI adoption

Uber is laying off 10% of its customer service staff, citing a strategic shift to "embrace artificial intelligence." The company also requires remote employees in the division to relocate and return to the office three days a week. An internal memo states AI is a "massive opportunity" to improve quality and output. This follows a slowdown in hiring as Uber invests more heavily in AI technology, joining other firms like IBM and Snap in citing AI for job cuts.

Uber customer service layoffs

• ▪Uber is laying off 10% of its community operations team, which handles customer service.
• ▪The company announced the job cuts to the affected team on Wednesday, July 22, 2026.

AI adoption rationale

• ▪Megha Yethadka, Uber's VP of global community operations, stated that AI offers a "massive opportunity" to accelerate output and improve quality.
• ▪Uber cited its effort to "embrace artificial intelligence" as a primary reason for the layoffs.
• ▪In a memo, Yethadka wrote that Uber "cannot scale frontier technology on top of fragmented processes."

Return-to-office mandate

• ▪Remote employees on the community operations team were asked to relocate to a hub office.
• ▪Relocated employees will be required to work in the office three days a week.
• ▪An Uber spokesperson said the changes aim to simplify operations and strengthen in-person collaboration.

Broader company restructuring

• ▪Other companies that have cut jobs in 2026 citing AI include Block, IBM, and Snap.
• ▪The June 2026 layoffs of HR staff affected less than 1% of Uber's 34,000-person global workforce and were not connected to AI.
• ▪In June 2026, Uber laid off a quarter of its human resources and recruitment staff.
• ▪Uber CEO Dara Khosrowshahi has said the company is slowing down hiring as it invests more in AI.

3 sources