Glovo Launches LiveOps Hub In Abuja To Strengthen Customer Experience, Operational Resilience

Glovo, a leading technology platform offering on demand services from restaurants, supermarkets and stores, has officially launched its LiveOps Hub in Abuja, marking a major step in strengthening customer support, operational efficiency, and talent development across Nigeria.

The new hub is designed to tackle key challenges within Nigeria’s fast-growing Qcommerce ecosystem including low digital trust, infrastructure volatility, and the need for 24/7 real-time service.

With a team of +100 trained professionals, the facility provides live operational support for customers, riders, and vendors that use the Glovo platform nationwide.

According to the General Manager, Glovo Nigeria, Lamide Akinola, the Abuja LiveOps Hub demonstrates the company’s ongoing investment in innovation, reliability, and human capital development in Nigeria.

Akinola explained that the new facility integrates advanced Artificial Intelligence technology with human intelligence to ensure seamless and secure service.

“The LiveOps Hub in Abuja reflects our investment in resilience and reliability. We have invested heavily in redundant high-speed satellite links and powerful 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,” she said.

The hub’s tiered support system is built around specialized “Pods”, such as Refunds, Rider Support, and Vendor Relations, allowing agents to resolve complex cases faster and with greater precision.

Since its establishment in early 2025, the team has maintained an impressive 90% success rate in responding to customer inquiries within 30 seconds, setting a new benchmark for responsiveness and reliability in Nigeria’s on-demand sector.

Beyond speed and technology, the Abuja hub represents Glovo’s belief that great customer support depends on local understanding.

In cities where unmapped addresses and complex routes can challenge delivery operations, the locally based LiveOps team plays a key role in helping riders and customers connect seamlessly.

Agents use their knowledge of neighbourhoods, landmarks, and delivery patterns to solve navigation-related issues in real time, bridging the gap between technology and on-the-ground realities.

Beyond operations, the Abuja Hub doubles as a LiveOps Academy, dedicated to nurturing and retaining Nigerian talent.

Agents receive training beyond customer service, including business analysis, fraud detection, and project management.

This investment not only builds long-term skills but also strengthens Nigeria’s growing digital service ecosystem and contributes to a more resilient digital economy.

“Our approach combines people, technology, and local understanding. We are not just solving customer challenges, we are building trust in Nigeria’s digital economy by showing that reliability, innovation, and opportunity can coexist,” Akinola added.

The Abuja LiveOps Hub plays a key role in Glovo’s long-term vision: setting new standards for customer experience, operational excellence, and localized innovation across Africa.

Through this investment, Glovo reaffirms its commitment to defining what exceptional service looks like in the fast-evolving Quick-Commerce sector.
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