Robot Pilot - Customer service

Keywords Studios Plc; United States; Remote; USD 107,000 - 128,000; Full time

Benefits offered by this job

Medical expenses insurance

Grocery tickets

Job summary

Keywords Studios Plc is seeking a Robot Pilot to monitor robotic arms and ensure reliable operation for clients in the robotics field. The role emphasizes real-time observation, issue detection, and clear communication with internal teams and on-site clients.

You will monitor performance, diagnose issues, document incidents, and escalate when needed. The position requires strong communication, detail orientation, and comfort with rotating shifts in a fast-paced environment.

Qualifications

• Clear and effective written and verbal communication is essential.
• Observant and detail-oriented, able to stay focused during repetitive tasks.
• Strong critical thinking and problem-solving ability.

Responsibilities

• Actively monitor robot performance and system health through dashboards and tools.
• Detect anomalies or performance concerns via observation or alerts.
• Investigate issues, apply known solutions, and resolve where possible.
• Document incidents, symptoms, actions taken, and resolutions.
• Maintain continuity across shifts with timely updates and documentation.
• Take calls from clients owning robots on-site as needed.

Skills

Communication

Attention to detail

Problem-solving

Curiosity

Team collaboration

Independent work

Rotational shifts

Tools

Slack

Monitoring tools

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 escalation 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 elevate 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