In a move that underscores growing confidence in Nigeria’s digital economy, on-demand service platform Glovo has expanded its operational footprint with the launch of its LiveOps Hub in Abuja. The new facility is designed to enhance customer experience, strengthen operational efficiency, and foster local talent development within the country’s rapidly evolving quick-commerce (Q-commerce) sector.
At the unveiling event, Lamide Akinola, General Manager of Glovo Nigeria, emphasized that the company’s approach to service delivery rests on a blend of human expertise, advanced technology, and local insight. “We are not just solving customer challenges,” she noted. “We are building trust in Nigeria’s digital economy by showing that reliability, innovation, and opportunity can coexist.”
The Abuja hub, Akinola explained, integrates Artificial Intelligence (AI) with human intelligence to ensure a seamless and secure service experience. The facility operates with redundant high-speed satellite links and backup power systems—such as solar and generator solutions—to guarantee round-the-clock reliability. This infrastructure ensures uninterrupted support for Glovo’s network of customers, riders, and vendors across Nigeria.
Beyond its technological edge, the LiveOps Hub tackles key challenges facing Nigeria’s Q-commerce ecosystem, including low digital trust, infrastructure instability, and the demand for 24/7 real-time engagement. The centre currently houses over 100 trained professionals, who provide live operational support through specialized teams, or “Pods”, focused on areas such as Refunds, Rider Support, and Vendor Relations. This structure enables faster, more precise resolution of customer concerns.
Since beginning operations in early 2025, the Abuja team has achieved a 90 per cent success rate in responding to customer inquiries within 30 seconds, setting a new benchmark for responsiveness in Nigeria’s on-demand service industry.
Akinola further highlighted the importance of local understanding in delivering superior customer support. In a market where unmapped addresses and complex city layouts can pose logistical challenges, the locally based LiveOps team leverages its knowledge of neighbourhoods and delivery routes to resolve navigation-related issues in real time—bridging the gap between technology and human insight.
In addition to serving as an operational nerve centre, the hub doubles as a LiveOps Academy, committed to training and upskilling Nigerian talent. Team members receive training not only in customer service but also in business analysis, fraud detection, and project management—skills that contribute to long-term career growth and strengthen Nigeria’s wider digital services landscape.
With this initiative, Glovo reinforces its long-term vision for Africa: driving innovation, setting new standards for customer experience, and nurturing local capacity within the continent’s digital economy. The Abuja LiveOps Hub, therefore, represents more than an operational expansion—it is a testament to Glovo’s belief in Nigeria’s potential to lead in the future of on-demand digital services.