Content Specialist - Support and Knowledge Management

Job description

Kick-start your career in the online gaming world and experience the very latest in technology and innovation. Who we are We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands. At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Who we’re looking for We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary. Why we need you We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision. Reporting to the Content Specialist Service Manager, the Content Specialist will be responsible for developing and maintaining high‑quality support content that empowers both customers and internal teams. They will oversee the creation, organisation, and optimisation of knowledge assets across multiple platforms, ensuring that information is accurate, accessible, and aligned with brand standards. A key part of the role will involve managing and enhancing Knowledge Bases and support flows, driving efficiency in how information is delivered and consumed. This includes analysing operational processes, identifying user needs, and implementing structured solutions that balance clarity, quality, and cost effectiveness. By applying a systematic approach, the Content Specialist will play a pivotal role in strengthening customer support experiences and enabling seamless knowledge management across the organisation. What you’ll be doing As part of your role, your responsibilities will include: Content writing Provide first class writing and content for use: throughout our FAQ and KM Content Management Systems (CMS) within Chat systems in CRM system email templates Liaise with Creative Team to ensure appropriate design collateral is available to enrich content Brainstorm, write and execute concepts and articles Meeting content writing deadlines and taking accountability of end product – on time, on brand and on brief delivery Consultation with client to ensure understanding of brief/product requirements Presenting work to client to ensure buy-in and effective delivery of brief Ensure correct tone of messaging in terms of brand and medium Remain up to date with various online and other writing developments which may affect the brand and/or market Content checking – to ensure work is of the highest quality System Maintenance and Administration Umbraco, Genesys, Knowmax back-office management: Review content on a regular basis to ensure relevance and accuracy Liaise with the Creative Team to ensure appropriate design collateral is available to enrich content Brainstorm, write, and execute concepts and articles for various platforms Meet deadlines and take accountability for the delivery of high-quality content aligned with brand positioning and strategy Remain up to date with online developments that may affect the brand and market Ensure it is possible to report on articles written and track their success Provide trend analysis based on available data Ensure that content is reviewed and approved before publishing and that irregularities are reported Test and review content and links before any rollout Live test after any rollout of links and final review of content Communicate with all stakeholders in the operational space to ensure project alignment Knowledge Management Maintaining Knowledge Management documents: Ensure the documentation of all Policies, Processes and Procedures within the scope of Operations Ensure all knowledge content is up to date in our Knowledge Library Folders, on Knowmax, and in our Training Modules Liaise amendments and version control for all approved and uploaded documents with the Knowledge Owners/Department Managers Focus on systems with regards to quality, stability and scalability Ensure that system processes are implemented with future-proofing in mind Identify efficiency opportunities with support context and develop alternative solutions Spend time on the floor with various entities to identify efficiency gains Reporting and Analysis Ensure it is possible to report on internal and external articles written and track the success thereof Provide trend analyses based on any data available Process Management and Development Focus on, and uphold the integrity of the CMS system with regard to quality, stability and scalability Maintain clarity on the vision of the Product and ensure that systems are implemented with this future proofing in mind Adhere to set testing standards Assist in the set-up of recovery procedures Identify efficiency opportunities with support context and develop alternative solutions Document all Policies, Processes and Procedures within the scope of the Team Amendments and version control for all approved and uploaded documents Identify efficiency opportunities with support context, develop alternative solutions and manage the implementation thereof Spend time on the floor with various entities to identify shortcomings and find a viable solution to matters that affects productivity Project Management Assist with work effort requirements to determine accurate timelines for projects and tasks Ensure technical impediments are communicated and resolved within project timelines Perform all testing needs for all supported projects in a timely manner in accordance with the quality levels set by business Contribute to the successful planning and detailing of projects in JIRA Liaise with various departments to ensure the success of your projects Identify, plan, implement and improve on projects Present and communicate the progress of projects and their components to relevant stakeholders Assist with the practical and technical implementation of products related to our CMS Identify, plan, implement and improve on projects to measure operational metrics/requirements Regular communication to relevant stakeholders on the progress of projects and their components to manage expectations Ensure that projects are planned well and detailed in a Service Desk Request Ensure that your handovers are detailed and understood Office projects and support Liaise with Creative team to ensure relevant up to date content on the various TV presentations and any other Company Communications System – this is to ensure consistency within the Department Create presentations to be used in the operational space Ad hoc office projects, including the planning, implementation and execution thereof Succession, Continuity and Management support Provide all manner of support to stakeholders and senior management Ensure any/all changes are communicated with the Service Management Team Provide upskilling and/or training sessions when necessary Ensure all information is saved in a central location Ensure regular sessions are held, and documented, with the Manager Ensure any/all action items from meetings are completed within a reasonable timeframe This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives. Essential skills you’ll bring to the table The necessary skills that we require for this role include: 3 years’ experience in UX/Technical/Content writing 3 years’ hands-on experience managing CMS platforms, handling content workflows, troubleshooting issues, and optimising system performance independently Relevant Tertiary Qualifications at minimum a Bachelors degree in English, Journalism, Communication, Media Studies, Linguistics, or similar Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope Exceptional attention to detail, ensuring high standards of quality in all outputs Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations Consistent behaviour aligned to the company objectives and organisational culture Desirable skills you’ve got up your sleeve It would be great if you also have some of the following skills: In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards Experience in HTML Experience in Umbraco, Genesys, and/or Knowmax Experience extracting and analysing data from databases Our values are non-negotiables Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward. These competencies are: Attention to Detail Resourcefulness Planning and Organising Algorithmic Thinking Building Relationships Strategic Vision What you’ll get back We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes: We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career. Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential. Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from. Free Massages On-site Free On-Site Gym Group Life Cover Funeral Fund Benefit Financial Services Assistance Employee Assistance Programme Curro School Fees Benefit Income Continuation Benefit Leadership Training Referral Bonus Medical Aid Subsidy Free Sleep Coaching On-site Barista Retirement Annuity Subsidy Team buildings Be part of that Superclass feeling. At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 18 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group. It’s all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued. Game on! *Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process. *Shortlisted candidates may need to complete an assessment. This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification. Should you not hear from us within 2 weeks, please deem your application as unsuccessful. The perfect place to work, play and grow!