Onome Amuge
Glovo, a leading technology platform offering on demand services from restaurants, supermarkets and stores, has officially inaugurated its LiveOps Hub in Abuja, marking a major investment in operational resilience, customer support, and talent development across Nigeria.
The Abuja facility is part of Glovo’s strategy to consolidate its position in Africa’s fast-growing Quick-Commerce (Qcommerce) market, which has been dealing with challenges ranging from low digital trust to infrastructural volatility. With a team of over 100 trained professionals, the hub provides live operational support for customers, riders, and vendors nationwide.
“The LiveOps Hub in Abuja reflects our investment in resilience and reliability,” said Lamide Akinola, general manager of Glovo Nigeria. “We have invested heavily in redundant high-speed satellite links and backup power solutions, including generators and solar systems, to ensure continuous operation. This ensures we are always available when customers, riders, or vendors need us most,” Akinola added.
The hub leverages a combination of artificial intelligence and human intelligence to tackle real-time operational issues. It is structured around specialised “Pods” focusing on areas such as Refunds, Rider Support, and Vendor Relations, enabling agents to resolve complex cases more efficiently. Since early 2025, the team has achieved a 90 per cent success rate in responding to customer inquiries within 30 seconds, setting a benchmark for responsiveness in Nigeria’s on-demand sector.
Beyond operational efficiency, Glovo emphasises the value of local expertise. In cities where unmapped addresses and complex routes pose delivery challenges, the Abuja team helps riders navigate neighbourhoods, landmarks, and traffic patterns in real time. This on-the-ground knowledge complements Glovo’s technological capabilities, bridging the gap between digital platforms and the realities of Nigeria’s urban logistics.
The hub also serves as a LiveOps Academy, designed to nurture talent and develop skills that extend beyond immediate customer service needs. Agents are trained in areas such as business analysis, fraud detection, and project management, contributing to the development of Nigeria’s broader 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 demonstrating that reliability, innovation, and opportunity can coexist,” Akinola added.
Glovo’s investment in Abuja is considered a reflection of broader trends in Africa’s tech ecosystem, where companies are increasingly prioritising operational reliability, local expertise, and talent development to mitigate market risks. As digital services proliferate across the continent, facilities like LiveOps hubs tend to become a differentiating factor for platforms seeking sustainable growth.
