Content Specialist - Support and Knowledge Management

About the role

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.

Responsibilities

• 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 wi

Benefits

Additional Information

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