ROBOT PILOT - Customer Service

Keywords Studios

4d•$10,500•Remote

About The Position

We’re looking for Customer Support Agents to join our team and support the real-time monitoring and performance of our robots in the field. This role is critical to ensuring the reliability of our systems and delivering a high-quality experience to our 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, helping ensure problems are spotted and addressed quickly. This person will also provide phone support; warehouse crew members from where robot arms are located might call to ask for help.

Requirements

A strong communicator who can clearly explain what’s happening and what needs to be done
Observant, detail-oriented, and able to stay focused during repetitive tasks
Technically curious — 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 preferred
Excellent written and verbal communication skills
Strong critical thinking and problem-solving ability
Willingness to work assigned shift (including overnight/weekend where applicable)
Comfortable using Slack and learning internal monitoring systems

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
Provide phone support to warehouse crew members