ROBOT PILOT - Customer Service

Keywords Studios Plc; Ciudad de México; Hybrid; MXN 107,000 - 128,000; Full time

Job summary

Keywords Studios in Mexico is seeking a Remote Robot Pilot - Customer Service to monitor the performance and health of robotic arms deployed at client sites. You will identify anomalies, investigate issues, and apply known solutions while documenting outcomes for cross-team visibility.

The role combines technical observation with clear communication, requiring strong listening skills, a calm demeanor under pressure, and the ability to work independently across rotating shifts in a fully remote

Qualifications

• Excellent communication and listening skills.
• Observant and detail oriented.
• Tech-curious and able to use internal tools.
• Calm under pressure and reliable in rotating shifts.
• Experience in support, monitoring, or gaming is a plus.

Responsibilities

• Monitor robot performance and system health using dashboards.
• Detect anomalies and investigate issues.
• Document incidents with symptoms, actions, and outcomes.
• Communicate with teammates and clients; escalate when needed.
• Take occasional on-site calls as required.

Skills

Strong communication

Detail oriented

Problem solving

Calm under pressure

Independent worker

Teamwork across shifts

Rotational shifts

Tools

Slack

Monitoring tools

Job description

At Keywords Studios, we bring together people, technology, and expertise to support some of the world’s leading companies in the video games and interactive entertainment industries. Our global teams work across a wide range of services, helping our clients deliver high-quality experiences to their customers and players.

For this role, you’ll be joining a team in the robotics field, helping ensure the reliable performance of robotic arms deployed at client sites. This is an opportunity to work at the intersection of technology, real-time monitoring, and customer support, while gaining experience in an evolving and highly technical environment.

If you’re naturally curious, enjoy troubleshooting and are comfortable keeping a close eye on systems and details, we’d love to hear from you!

Role overview

We’re looking for Remote Robot Pilots - Customer Service to monitor the performance and system health of robotic arms deployed at client sites, identify anomalies or issues, investigate problems, and apply known solutions where possible. You’ll also document and elevate unresolved issues, communicate with internal teams and occasionally with clients on-site, and help maintain continuity across shifts through clear updates and documentation. This fully remote role combines technical observation with clear communication, helping ensure issues are spotted and addressed quickly.

Key responsibilities:

Monitoring & Support

• 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 elevate unresolved issues based on established workflows.

Communication

• Stay in sync with teammates across shifts by sharing timely updates and status changes in Slack.
• Work with internal escalation teams when issues require further investigation or support.
• Communicate clearly about what is happening and what needs to be done.
• Take occasional calls from the clients owning and operating the robots on-site.

Analytics

• Accurately document incidents, including symptoms, actions taken, and resolution outcomes.
• Maintain continuity across shifts through effective written updates and documentation.
• Evaluate and elevate external questions or concerns related to robot behavior or system status.

Requirements

• Strong communication and listening skills; ability to clearly explain what’s happening and what needs to be done.
• 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.
• Strong critical thinking and problem-solving ability.
• Willingness to work rotational shifts.
• Comfortable using Slack and learning internal monitoring systems.
• Prior experience in a support, monitoring, or gaming environment is a plus.
• Operations run 24/7, so you can expect rotating shifts (morning, afternoon, and night).

-10,500 MXN gross/month (before taxes)

-Law Benefits

-2 days off

After 45 days:

Medical expenses insurance.

Saving funds.

Grocery tickets

Role Information: EN

Studio: Keywords Studios

Location: Americas, Mexico

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote