Process & Content Specialist- Customer Service

Greater New York Area
About The Role

Jointly owned by MGM Resorts (a global entertainment company) and GVC Holdings (one of the world’s largest gambling groups), the company is well positioned for the exciting online gaming industry in the United States and you would have the opportunity to join near the ground floor. We aim to be the number one sports betting and online gaming company in the United States and as an early employee, you’ll not only impact the company’s success through your own work, but you’ll have the opportunity to contribute across departments, shaping the future of the company.

The CS Process & Content Analyst  will support the Customer Services teams by providing clear, accurate and up to date process workflows, reference articles and other information vital to their roles and the rest of the business. It will also include planning and drafting customer facing content for the website and for use by customer services.

The successful candidate will thrive in a dynamic, ever evolving marketplace and should possess a passion and flair for information management. Strong English language skills and a keen attention to detail are also necessary skills for this role.

The role of Process and Content Analyst will sit midway between the process and information teams and the content teams. The successful candidate will be tasked with providing internal processes for the CS Agents to follow and managing information in-line with regulations and external governing bodies. They will also give clear instruction to the content team on what content is needed, what information it should contain and where it should be populated.



  • Accurate recording, maintaining, structuring, classifying and standardising of CS relevant information;
  • Assurance of availability of CS relevant information and expertise (products, processes, contacts, workflows) according to the team’s standards;
  • Responsibility for creation and documentation of CS information and processes for the US markets;
  • Assistance in realisation of projects with CS relevance regarding the process and information part
  • Update previously drafted material to make it relevant;
  • Apply and maintain consistency with content standards;
  • Collaborate with Customer Operations, Product Management, Legal, Risk and Marketing departments;
  • Perform regular audits of Standard Texts and Help Pages to ensure adherence to current practices and regulations.

Qualifications and Experience required

  • Good understanding of and experience in the field of Customer Service;
  • Profound knowledge of CS processes and workflows;
  • Ability to research tools, processes and concepts independently and via subject matter experts;
  • Excellent written English skills and any additional language is a plus;
  • Demonstrated ability to plan and write content on web and/or mobile interfaces;
  • Being able to work in a team and independently;
  • Capability to filter and extract relevant information from different sources;
  • High quality awareness and strong communication skills;
  • Flexibility, stress resistance, proactive personality;
  • Organisational strength to cope with changing requirements and flexibility to meet time demands without loss in quality.


  • Education in information management and/or first experience in this area are an asset;       
  •  Experience with content management systems.
Additional Information

We are an Equal Opportunity Employer, if you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact

We are also committed to protecting the privacy for all candidates, including the protection of any personal information provided to us.  Please review our  privacy policy  for more information about our commitment to data protection.

About The Company

Roar Digital is a partnership between MGM Resorts International and GVC Holdings that is poised to revolutionize sports betting and online gaming in the United States.

We are currently based in Jersey City in the New York Metropolitan Area, with stunning views of the Manhattan skyline.

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