Global on-demand service platform, Glovo, has reaffirmed its commitment to building trust and reliability in Nigeria’s digital economy through the launch of its LiveOps Hub in Abuja.
The company said the new facility aims to strengthen customer support, operational efficiency, and talent development across Nigeria.
Speaking at the launch, General Manager, Glovo Nigeria, Lamide Akinola, said the company’s approach combines people, technology, and local understanding to deliver seamless and reliable services to users.
“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 said.
She explained that the Abuja LiveOps Hub represents Glovo’s continued investment in innovation, reliability, and human capital development in the country.
According to her, the new hub integrates advanced Artificial Intelligence (AI) with human intelligence to provide secure and uninterrupted service delivery.
“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,” Akinola added.
The facility, staffed with over 100 trained professionals, provides real-time operational support for customers, riders, and vendors using the Glovo platform nationwide.
Built around specialized support “Pods” — including Refunds, Rider Support, and Vendor Relations — the hub enables agents to resolve complex cases faster and with greater precision.
Since its establishment in early 2025, the team has achieved a 90 per cent success rate in responding to customer inquiries within 30 seconds, setting a new industry benchmark for responsiveness.
Beyond operations, the Abuja Hub doubles as a LiveOps Academy, offering training in business analysis, fraud detection, and project management to nurture and retain local talent.
Akinola noted that the hub also addresses key challenges in Nigeria’s fast-growing Quick-Commerce (Q-commerce) sector, such as low digital trust, infrastructure volatility, and the need for continuous real-time service.
“The Abuja LiveOps Hub reflects Glovo’s belief that great customer support depends on local understanding,” she said, adding that agents’ familiarity with Nigerian cities helps bridge the gap between technology and real-world delivery challenges.
Through this investment, Glovo said it aims to set new standards for customer experience, operational excellence, and localized innovation across Africa’s digital ecosystem.
