Glovo unveils LiveOps Hub in Abuja to boost customer experience, operational efficiency
Glovo, a leading technology platform providing on-demand services from restaurants, supermarkets, and retail stores, has launched a new LiveOps Hub in Abuja to enhance customer support, strengthen operational resilience, and develop local talent across Nigeria.
The facility, which houses over 100 trained professionals, provides round-the-clock operational support for customers, riders, and vendors using the Glovo platform nationwide.
It addresses key challenges within Nigeria’s fast-growing quick-commerce (Q-commerce) ecosystem, including low digital trust, infrastructure instability, and the demand for real-time service.
Speaking on the launch, Lamide Akinola, general manager, Glovo Nigeria, said the Abuja hub represents the company’s continued investment in innovation, reliability, and human capital development.
“The LiveOps Hub in Abuja reflects our investment in resilience and reliability,” Akinola said.
“We have invested heavily in redundant high-speed satellite links and backup power solutions — including generators and solar systems — to ensure our team operates 24/7 without downtime.
“This means we are always available when customers, riders, or vendors need us most.”
The new centre combines artificial intelligence (AI) with human expertise to deliver seamless and secure customer support.
Its tiered structure is built around specialized “Pods” such as Refunds, Rider Support, and Vendor Relations, enabling agents to resolve complex cases more efficiently.
Since its pilot phase in early 2025, the Abuja LiveOps team has achieved a 90 percent success rate in responding to customer inquiries within 30 seconds, setting a new standard for responsiveness in Nigeria’s on-demand sector.
Beyond technology, the hub leverages local knowledge to solve one of Nigeria’s most persistent logistics challenges — difficult-to-navigate urban areas.
Agents use their understanding of neighbourhoods, landmarks, and delivery routes to assist riders and customers in real time, bridging the gap between digital systems and on-ground realities.
The Abuja hub also serves as a LiveOps academy, designed to equip Nigerian professionals with advanced skills in business analysis, fraud detection, and project management.
This initiative reinforces Glovo’s commitment to nurturing local talent and supporting Nigeria’s broader digital economy.
“Our approach combines people, technology, and local understanding,” Akinola added.
“We’re not just solving customer challenges — we’re building trust in Nigeria’s digital economy by proving that reliability, innovation, and opportunity can thrive together.”
With the Abuja LiveOps Hub, Glovo is positioning itself as a benchmark for customer experience, operational excellence, and localized innovation across Africa’s fast-evolving Q-commerce landscape.
