Bot Build and Support Specialist (Account Management) at Sourcefit

Position Summary

We are seeking a Bot Build and Support Specialist to join our team and support the development, testing, and maintenance of engagement bots. In this role, you will collaborate with the Chief Product Officer (CPO) and clients to ensure that bots are functional, user-friendly, and visually polished. While clients will primarily build their own bots, you will provide technical, design, and usability support.

This position is open to candidates with backgrounds in Web Development, Bot Development, UI/UX, or Automation, with a strong requirement for basic design skills to support visual layout and content presentation.

Job Details:
Work from Home
Monday to Friday | 9 AM to 6 PM CST
*Following PH Holidays

Responsibilities

• Collaborate with the CPO to support bot-building initiatives.

• Assist clients with bot management while maintaining minimal customer service/account management functions.

• Set up, edit, and test engagement agents using provided scripts and guidelines.

• Load content, check functionality, and perform simple updates.

• Identify and flag technical issues for escalation to the core team.

• Apply basic design skills for light image editing, layout adjustments, and content formatting.

• Ensure bots provide a smooth and user-friendly experience aligned with UI/UX best practices.

• Generate AI agent videos using internal tools/software.

• Adapt quickly to new tools and processes, with training provided to enable you to build your first bot within 2 weeks.

Additional UX / Front-end QA Responsibilities

• Conduct front-end quality assurance testing to ensure bots display correctly across devices and screen sizes.

• Review and validate UI components, interactions, and visual elements for consistency and usability.

• Identify UX issues related to user flow, navigation, readability, and accessibility.

• Test animations, buttons, links, images, and embedded media for functional accuracy.

• Document bugs, usability issues, and visual inconsistencies and coordinate with the core team for resolution.

• Perform cross-browser and responsiveness checks as required.

Qualifications

• UI/UX design background with a good eye for layouts, user flows, and aesthetics.

• This alone can qualify a candidate for the role.

• Alternatively, candidates may come from one of these technical backgrounds, provided they also have some UI/UX design and front-end QA experience:

• Web Development (WordPress, drag-and-drop builders, or basic coding exposure).

• Automation Tools (Zapier, n8n, Make, or similar workflow automation platforms).

• Bot Development (experience building or managing bots on chatbot/conversational AI platforms).

• Front-end QA Testing (UI testing, cross-browser testing, responsive testing).

• Detail-oriented, adaptable, and comfortable learning new technology.

• Enthusiastic about AI, no-code platforms, and automation.

• Strong problem-solving and communication skills.

• Ability to work independently and collaborate with leadership and clients.

• Video Editing skills is an advantage.

Added Account Management Experience

• Serve as the primary point of contact for assigned client accounts throughout onboarding, build, launch, and ongoing optimization phases

• Translate client business goals, workflows, and customer journeys into effective chatbot strategies and functional designs

• Manage client communication, expectations, timelines, and deliverables to ensure on-time, high-quality implementations

• Conduct discovery calls, requirements gathering, and solution walkthroughs with stakeholders

• Oversee configuration, testing, deployment, and iteration of chatbot solutions for client accounts

• Monitor bot performance and client satisfaction; proactively recommend improvements and optimizations

• Coordinate with internal product, engineering, and support teams to resolve issues and implement enhancements

• Maintain accurate account documentation, specifications, and change requests within internal systems

• Provide client training, documentation, and best-practice guidance to ensure successful adoption

• Identify opportunities for upsells, expansions, and renewals based on client needs and performance data

• Support troubleshooting, escalation, and post-launch optimization as needed

• Contribute client feedback and insights to the product roadmap and feature prioritization process