Robot Pilot - Customer Service

Keywords Intl1; Ciudad de México; Hybrid; MXN 117,000 - 134,000; Full time

Benefits offered by this job

Medical expenses insurance (after 3 mo

Grocery tickets

8am–5pm schedule

Career path

Office presence (CDMX)

Job summary

Keywords Intl1 is seeking Robot Pilots to monitor robotic arms remotely, ensuring system reliability and delivering a high-quality client experience. You’ll watch for issues, diagnose problems, and escalate when needed, collaborating with on-site clients and internal teams.

The role emphasizes clear written communication, attentiveness, and the ability to work across rotating shifts in a dynamic, tech-driven environment.

Qualifications

• Strong written and verbal communication is required.
• Observant and detail‑oriented for repetitive tasks.
• Calm under pressure when issues arise.
• Comfortable using internal tools and asking good questions.
• Willingness to work rotational shifts.

Responsibilities

• Actively monitor robot performance and system health through dashboards and monitoring tools.
• Detect anomalies or performance concerns through observation or alerts.
• Investigate issues and apply known solutions, escalating when needed.
• Document incidents with symptoms, actions, and resolutions.
• Share timely updates and status changes with teammates across shifts using Slack.
• Take occasional calls from clients owning and operating robots on-site.

Skills

Communication skills

Observant

Problem solving

Calm under pressure

Independent work

Team collaboration

Rotational shifts

Monitoring experience

Slack usage

Tools

Slack

Monitoring dashboards

Job description

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 escalated 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 escalates 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

Location: Mexico

Employment Type: Full Time, Permanent

Working Pattern: On-site