Remote Supervision Coordinator

Job description

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses. The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles, Miami, Dallas, Atlanta and Chicago while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity. WHO WE ARE We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully. JOB OVERVIEW The Remote Supervision Coordinator monitors and supports Serve’s autonomous delivery robot operations in real time, ensuring safe, efficient, and reliable service execution. This role responds to operational incidents, supports customer and merchant interactions, and assists with testing and validation activities to improve robot performance and operational quality. JOB DUTIES - Monitor, supervise, and guide autonomous robot activities in real time to ensure safe and efficient operations while following standard operating procedures - Communicate directly with restaurants, merchants, and customers to resolve operational issues - Make real-time decisions within defined guidelines to maintain safety, efficiency, and service quality - Document, track, and report incidents accurately and in a timely manner, maintaining strong attention to detail - Provide support to internal teams and external partners as needed - Meet established performance targets, including productive hours, safety, performance, and operational efficiency metrics - Test product functions and features to identify bugs, potential system misuse, and operational gaps, and provide feedback for continuous improvement - Support special trials and pilot programs to test features ahead of broader Remote Supervisor release - Coordinate with internal operations, engineering, and support teams to escalate issues, communicate operational impacts, and support resolution efforts. - Apply training and feedback to continuously improve performance and adapt to new tools and processes EXPERIENCE, QUALIFICATIONS, & SKILLS Required Experience, Qualifications, and Skills - 2+ years of experience in operations, customer support, logistics, or a similar fast-paced environment - Experience using computers and web-based tools in a professional or structured setting - Strong attention to detail with the ability to monitor and manage multiple robots and tasks simultaneously - Clear written and verbal communication skills - Ability to follow standard operating procedures and make decisions within defined guidelines - Comfortable working in a fast-paced, real-time operational environment - Demonstrated reliability, punctuality, and ability to work scheduled shifts Preferred Experience, Qualifications, and Skills - Experience in remote operations, dispatch, gaming, or real-time monitoring environments - Familiarity with incident reporting or ticketing systems - Interest in robotics, autonomous systems, or emerging technology Additional Information - Work onsite with movement between depots, deployment zones, and customer locations as needed - Stand and walk for extended periods and lift up to 50 lbs as part of daily operations - Work occasional evenings and weekends to support operations, deployments, and testing - Follow all safety protocols, including PPE requirements, cell phone policies, and dress code (e.g., high-visibility vest and appropriate footwear)