Uber Cuts 10% of Customer Support Staff, Citing AI Push

Uber Technologies’ Community Operations unit runs the company’s global customer-support network across ride-hailing, delivery and other businesses, serving riders, drivers and couriers in multiple languages. The cuts are significant because Uber has, for the first time, explicitly linked layoffs to efficiency gains from artificial intelligence. The move underscores how generative AI is reshaping labor needs in customer service, where companies are automating routine inquiries while reserving human staff for more complex cases.

Uber said on July 22, 2026, that it cut about 10% of jobs in Community Operations and asked remote employees in the division to relocate to hub offices under its return-to-office policy. The action marked Uber’s second round of layoffs in less than two months, after it reduced its People and Places division by 23% in early June. The company said it was simplifying a complex, siloed organization while continuing to embrace AI, but did not disclose the number of jobs eliminated or restructuring costs.