Content Specialist - Support and Knowledge Management

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

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