DigiOutsource / Super Group
Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Who we areWe’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 forWe’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 youWe’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 doingAs part of your role, your responsibilities will include: Content writingProvide first class writing and content for use:throughout our FAQ and KM Content Management Systems (CMS)within Chat systemsin CRM system email templatesLiaise with Creative Team to ensure appropriate design collateral is available to enrich contentBrainstorm, write and execute concepts and articlesMeeting content writing deadlines and taking accountability of end product – on time, on brand and on brief deliveryConsultation with client to ensure understanding of brief/product requirementsPresenting work to client to ensure buy-in and effective delivery of briefEnsure correct tone of messaging in terms of brand and mediumRemain up to date with various online and other writing developments which may affect the brand and/or marketContent checking – to ensure work is of the highest qualitySystem Maintenance and Administration Umbraco, Genesys, Knowmax back-office management:Review content on a regular basis to ensure relevance and accuracyLiaise with the Creative Team to ensure appropriate design collateral is available to enrich contentBrainstorm, write, and execute concepts and articles for various platformsMeet deadlines and take accountability for the delivery of high-quality content aligned with brand positioning and strategyRemain up to date with online developments that may affect the brand and marketEnsure it is possible to report on articles written and track their successProvide trend analysis based on available dataEnsure that content is reviewed and approved before publishing and that irregularities are reportedTest and review content and links before any rolloutLive test after any rollout of links and final review of contentCommunicate with all stakeholders in the operational space to ensure project alignmentKnowledge Management Maintaining Knowledge Management documents:Ensure the documentation of all Policies, Processes and Procedures within the scope of OperationsEnsure all knowledge content is up to date in our Knowledge Library Folders, on Knowmax, and in our Training ModulesLiaise amendments and version control for all approved and uploaded documents with the Knowledge Owners/Department ManagersFocus on systems with regards to quality, stability and scalabilityEnsure that system processes are implemented with future-proofing in mindIdentify efficiency opportunities with support context and develop alternative solutionsSpend time on the floor with various entities to identify efficiency gainsReporting and AnalysisEnsure it is possible to report on internal and external articles written and track the success thereofProvide trend analyses based on any data availableProcess Management and Development Focus on, and uphold the integrity of the CMS system with regard to quality, stability and scalabilityMaintain clarity on the vision of the Product and ensure that systems are implemented with this future proofing in mindAdhere to set testing standardsAssist in the set-up of recovery proceduresIdentify efficiency opportunities with support context and develop alternative solutionsDocument all Policies, Processes and Procedures within the scope of the TeamAmendments and version control for all approved and uploaded documentsIdentify efficiency opportunities with support context, develop alternative solutions and manage the implementation thereofSpend time on the floor with various entities to identify shortcomings and find a viable solution to matters that affects productivityProject Management Assist with work effort requirements to determine accurate timelines for projects and tasksEnsure technical impediments are communicated and resolved within project timelinesPerform all testing needs for all supported projects in a timely manner in accordance with the quality levels set by businessContribute to the successful planning and detailing of projects in JIRALiaise with various departments to ensure the success of your projectsIdentify, plan, implement and improve on projectsPresent and communicate the progress of projects and their components to relevant stakeholdersAssist with the practical and technical implementation of products related to our CMSIdentify, plan, implement and improve on projects to measure operational metrics/requirementsRegular communication to relevant stakeholders on the progress of projects and their components to manage expectationsEnsure that projects are planned well and detailed in a Service Desk RequestEnsure that your handovers are detailed and understoodOffice projects and supportLiaise 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 DepartmentCreate presentations to be used in the operational spaceAd hoc office projects, including the planning, implementation and execution thereofSuccession, Continuity and Management support Provide all manner of support to stakeholders and senior managementEnsure any/all changes are communicated with the Service Management TeamProvide upskilling and/or training sessions when necessaryEnsure all information is saved in a central locationEnsure regular sessions are held, and documented, with the ManagerEnsure any/all action items from meetings are completed within a reasonable timeframeThis 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 tableThe 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 independentlyRelevant Tertiary Qualifications at minimum a Bachelors degree in English, Journalism, Communication, Media Studies, Linguistics, or similarStrong verbal and written communication skills, with the ability to convey complex ideas clearly and effectivelyExperience working collaboratively in cross-functional teams, with a focus on achieving shared goalsExpertise in managing multiple projects simultaneously, with a track record of delivering on time and within scopeExceptional attention to detail, ensuring high standards of quality in all outputsAbility to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situationsConsistent behaviour aligned to the company objectives and organisational cultureDesirable skills you’ve got up your sleeveIt 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 trendsPrevious experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulationsFamiliarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standardsExperience in HTMLExperience in Umbraco, Genesys, and/or KnowmaxExperience extracting and analysing data from databasesOur values are non-negotiablesOur 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 DetailResourcefulnessPlanning and OrganisingAlgorithmic ThinkingBuilding RelationshipsStrategic VisionWhat you’ll get backWe 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-siteFree On-Site GymGroup Life CoverFuneral Fund BenefitFinancial Services AssistanceEmployee Assistance ProgrammeCurro School Fees BenefitIncome Continuation BenefitLeadership TrainingReferral BonusMedical Aid SubsidyFree Sleep CoachingOn-site BaristaRetirement Annuity SubsidyTeam buildingsBe 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!