Robot Pilot - Customer service

We’re looking for Robot Pilots to join our team in support of our client from the robotics field. In this fully remote role, you will support the real-time monitoring and performance of robotic arms deployed on client sites. This role is critical to ensuring the reliability of these systems and delivering a high-quality experience to the customers. You’ll be on the front lines—watching for issues, diagnosing problems, and escalating when needed. This role blends technical observation with clear communication. You’ll interact with internal escalation teams and the clients on-site, helping ensure problems are spotted and addressed quickly.

Duties and Responsibilities:

• Actively monitor robot performance and system health through internal dashboards and monitoring tools.
• Detect anomalies, errors, or performance concerns through observation or automated alerts.
• Investigate issues, apply known solutions, and attempt resolution where possible.
• Document and escalate unresolved issues based on established workflows.
• Stay in sync with teammates across shifts by sharing timely updates and status changes in Slack.
• Accurately document incidents, including symptoms, actions taken, and resolution outcomes.
• Maintain continuity across shifts through effective written updates and documentation.
• Evaluate and escalate external questions or concerns related to robot behavior or system status.
• Take occasional calls from the clients owning and operating the robots on-site.

Requirements

• Strong communication and listening skills; ability to clearly explain what’s happening and what needs to be done.
• Excellent written and verbal communication skills.
• Observant, detail-oriented, and able to stay focused during repetitive tasks.
• Technically curious — you don’t need to be an engineer, but you are comfortable using internal tools and asking good questions.
• Calm under pressure, especially when things break.
• Comfortable working independently and as part of a team, including across shifts.
• Prior experience in a support, monitoring, or gaming environment is a plus.
• Strong critical thinking and problem-solving ability.
• Willingness to work rotational shifts.
• Comfortable using Slack and learning internal monitoring systems.

Benefits

• Salary: $10,500 gross (before taxes)
• Law Benefits.
• Monday to Friday, 8am - 5pm
• Career path.

After 3 months:

• Medical expenses insurance.
• Saving funds.
• Grocery tickets ($1,200)
• Our office is located at Col del Valle Centro, Benito Juárez, CDMX

PRIVACY POLICY:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Mexico

Area of Work: Business Development, Player Engagement

Service: Engage

Employment Type: Full Time, Permanent

Working Pattern: On-site