ROBOT PILOT - Customer Service

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 escalate 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 escalate 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 escalate 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).