Content Specialist - Support and Knowledge Management

Digital Outsource Services; Cape Town; On-site; ZAR 350,000 - 450,000; Full time

Benefits offered by this job

Learning and development programmes

Performance feedback tool

Employee assistance programme

On-site gym

Group events

Job summary

Digital Outsource Services in Cape Town seeks a Content Specialist to develop high-quality support content. The role involves writing for multiple platforms, collaborating on design assets, and maintaining various content management systems.

Ideal candidates will have 3+ years in content writing with a relevant degree, strong communication skills, and experience in CMS management. Benefits include learning programs and health benefits.

Qualifications

• 3+ years’ experience in UX/technical/content writing.
• Hands-on experience managing CMS platforms, content workflows and system optimisation.
• Strong verbal and written communication skills.

Responsibilities

• Write and edit content for FAQ, KM CMS, and email templates.
• Collaborate with the Creative Team to enhance written assets.
• Maintain backend systems, reviewing content for accuracy.

Skills

UX writing

Content management systems

Attention to detail

Communication skills

Teamwork

Project management

Education

Bachelor’s degree in English, Journalism, Communication, Media Studies, Linguistics or related field

Tools

Umbraco

Genesys

Knowmax

JIRA

Job description

Role Overview

Reporting to the Content Specialist Service Manager, the Content Specialist will develop and maintain high‑quality support content that empowers customers and internal teams, overseeing content across multiple platforms and ensuring accuracy and brand consistency.

Key Responsibilities

• Write and edit content for FAQ, KM CMS, Chat systems in the CRM, and email templates.
• Collaborate with the Creative Team to create design collateral that enhances written assets.
• Maintain and administer backend systems (Umbraco, Genesys, Knowmax), reviewing content regularly for relevance and accuracy.
• Manage Knowledge Bases, support workflows and documentation for policies, processes and procedures, ensuring version control and up‑to‑date information.
• Implement and optimise content management processes to improve efficiency and quality.
• Track content performance, produce trend analyses and report on success metrics.
• Test and review content, including links and rollout procedures, to maintain quality standards.
• Coordinate project planning and execution, including testing, timelines, and stakeholder communication, using JIRA and Service Desk requests.
• Provide training, support and knowledge transfer to senior management and stakeholders.

Essential Qualifications

• 3+ years’ experience in UX/technical/content writing.
• Hands‑on experience managing CMS platforms, content workflows and system optimisation.
• Bachelor’s degree in English, Journalism, Communication, Media Studies, Linguistics or related field.
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly.
• Experience in cross‑functional teamwork, delivering projects on time and within scope.
• Exceptional attention to detail and high standards of quality.
• Ability to adapt quickly to changing priorities in a dynamic environment.
• Behaviour aligned with company values (attention to detail, resourcefulness, planning, algorithmic thinking, relationship building, strategic vision).

Desirable Skills

• Knowledge of sports betting markets and player behaviour.
• Experience in online gaming or casino industry, with familiarity with regulations and compliance.
• HTML and database data extraction/analysis experience.
• Experience with Umbraco, Genesys, and/or Knowmax.

Benefits

• Learning and development programmes to expand skills.
• Performance feedback tool for continuous improvement.
• Employee assistance programme and health benefits.
• On‑site gym, barista service and group events.

Equal Opportunity Statement

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, disability, or any other protected status.