Content Governance & Quality: Ensure all Help Center content, macros, and internal communications are accurate, consistent, and aligned with business and compliance standards.
Operational Enablement: Partner with BPOs and internal support teams to create, maintain and optimize macros and knowledge content that improve agent efficiency and customer experience.
Process Improvement Support (Kaizen): Identify gaps in documentation and communication flows, contributing to continuous improvement initiatives across support and operations.
Review and update Zendesk macros to ensure clarity, accuracy, and alignment with current policies and processes.
Edit and publish Help Center articles based on new product updates, operational changes, or feedback from support teams.
Draft and review internal communications on internal platforms to support change management initiatives for support agents.
Collaborate with Operations, BPO leaders, and Process Improvement stakeholders to understand gaps and improvement opportunities.
Analyze recurring tickets, escalations, and customer feedback to identify content and process improvement needs.
Track content performance and adoption to ensure materials are being used effectively by frontline teams.
Requirements
Experience: Relevant years of experience in Content, Knowledge Management, Process Improvement, Customer Support Enablement, or related roles
Academic Background: Bachelor's degree in Communications, Journalism, Business, Marketing, or a related field (or equivalent experience)
Language Skills: Fluent English (written and spoken) - mandatory and non-negotiable
Proven experience creating and managing structured content such as knowledge bases, SOPs, macros, or internal communications
Strong attention to detail and a high standard for content quality
Ability to collaborate effectively with multiple stakeholders across Operations, Product, and Support teams
Experience working in fast-paced, process-driven environments
Strong organizational and prioritization skills
Experience working with BPOs or outsourced support models
Experience with Zendesk, Help Center platforms, or CMS tools
Kaizen Gaming Perks
🕑 Hybrid way of working
💰 Competitive pay and bonus scheme
🧬 Life Insurance
👩⚕️ Private health and dental insurance for you and your family
🏋️ Multi sports card
🍔 Monthly Meal Allowance
🚌 Commuting Allowance
👨👩👧 Family Support
🌞 Zenklub
⭐ Developmental 360° feedback framework
📚 Unlimited access to Udemy & continuous training
👫 A buddy will support you with your onboarding
#LI-Hybrid
#LI-AR1
Recruitment Privacy Notice
Regarding the data you share with us, you may find and read our recruitment privacy notice here .
We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.
Benefits
Health insuranceDental insurancePerformance bonus
Additional Information
We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.
Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there'll be no average day for you. Ready to Press Play on Potential?
Let's start with the role
We are looking for a Content Specialist to join the CS Process Improvement team , responsible for ensuring that all customer-facing and operational content is accurate, consistent, and aligned with business and service standards.
In this role, you will work closely with stakeholders across Operations, BPO partners, Product, and Support Leadership to create, review, and continuously improve:
Internal and external communications (Beedoo)
Help Center articles and knowledge base content
Zendesk macros used by BPO agents during live customer interactions
The Content Specialist will play a key role in driving efficiency, quality, and customer experience through clear, standardized, and scalable content.
Kaizengaming · São Paulo, Brazil