Uber is cutting about 10% of its global customer service organization as the ride-hailing company looks to simplify operations and expand the use of artificial intelligence, according to a post by layoff-tracking account LayoffAI on X.
The cuts reportedly affect Uber’s Community Operations team, which handles customer support globally. The company has not publicly disclosed the number of employees affected by the move.
According to the post, Uber told employees that the restructuring was intended to “simplify operations, strengthen in-person collaboration and continue to embrace AI.”
The reported layoffs are part of a broader effort to reorganize Uber’s customer support operations as the company increasingly incorporates artificial intelligence into its business. The move highlights how AI is reshaping customer service functions, with companies across industries turning to automated systems to handle routine queries and support tasks.
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The post also said Uber’s Community Operations leadership believes the division has become too complex and needs to integrate AI more extensively into its operations.
Employees who work remotely and retain their positions are reportedly being required to return to Uber’s hub offices, marking a shift away from flexible working arrangements for some workers.
The reported cuts come shortly after Uber carried out another round of job reductions in its human resources organization. According to LayoffAI, the company eliminated nearly a quarter of its HR division last month, making the latest customer service cuts the second AI-linked restructuring reportedly carried out by Uber in two months.
The developments underscore the growing impact of AI on corporate employment, particularly in functions involving customer support, human resources and other administrative operations.
Companies have increasingly adopted AI-powered tools to automate repetitive tasks, improve response times and reduce operating costs. While businesses argue that the technology can allow employees to focus on more complex work, the rapid adoption of AI has also raised concerns about job losses and the future of customer service roles.
For Uber, the reported restructuring comes as the company continues to focus on improving efficiency across its global operations. Its Community Operations organization plays a key role in supporting riders, drivers and other users of the platform, handling issues ranging from account problems and payments to safety concerns and trip-related disputes.
The extent to which AI will replace or supplement human customer service workers remains a subject of debate across the technology and business sectors. Many companies are pursuing hybrid models in which AI systems handle basic inquiries while human employees manage more complicated or sensitive cases.
Uber has previously invested in AI and automation across its operations, including tools designed to improve customer experiences and operational efficiency.
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The latest reported job cuts reflect a broader trend in which companies are linking workforce restructuring to the adoption of AI. Technology companies and businesses in sectors ranging from finance to retail have announced layoffs or reorganizations while citing automation, efficiency and changing technology needs.
However, it remains unclear how many Uber employees will ultimately be affected by the reported 10% reduction in Community Operations roles, or how much of the work will be transferred to AI-powered systems.
Uber has not publicly confirmed the reported cuts or provided details about the number of positions affected.
The reported restructuring could add to growing concerns among workers that AI adoption will increasingly result in job reductions, even as companies maintain that the technology is intended to improve productivity and allow employees to focus on higher-value responsibilities.