Birmingham, England, United Kingdom · Hybrid
$30k–$35k/yr
Company Overview Absolute Collagen is the UK's leading liquid collagen brand, operating at the intersection of beauty, wellness and nutrition. Built around a subscription-first model and a highly engaged customer communi…
Skills: Knowledge Management, Content Creation, AI Optimization, Customer Experience Strategy, Data Analysis
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Develop and maintain a customer-centric knowledge base to drive ticket deflection and improve AI-powered support solutions. Analyze customer behavioral data and trends to optimize customer journeys and support operational efficiency.
Requires experience in Customer Experience or content-focused roles with strong written communication and knowledge base management skills. Experience with AI support platforms, eCommerce, and tools like Gorgias is highly desirable.
Company Overview
Absolute Collagen is the UK's leading liquid collagen brand, operating at the intersection of beauty, wellness and nutrition. Built around a subscription-first model and a highly engaged customer community, the business is focused on delivering exceptional customer experiences that drive loyalty, retention and advocacy.
As the business continues to scale, customer experience is becoming an increasingly important strategic priority. By combining customer-first thinking with AI, automation and self-service capabilities, Absolute Collagen is investing in smarter ways to support customers while maintaining the personal and trusted experience the brand is known for.
Why This Role Exists
This role exists to improve and optimise the end-to-end customer experience through knowledge management, AI-powered support solutions and self-service content.
The Customer Experience Executive will play a central role in helping the business achieve its goal of 50% ticket deflection and automation by building and maintaining a robust customer knowledge ecosystem that supports customers, advisors and AI-driven support channels.
Working across Customer Services, Product, Marketing, Brand and Technology teams, the role will ensure customer communications are clear, consistent, accurate and designed to resolve customer queries quickly and effectively.
The position also provides an opportunity to influence future customer experience initiatives, support new product launches and contribute to continuous improvement projects that enhance both customer satisfaction and operational efficiency.
Role Impact
Build a Best-in-class Knowledge Experience
Develop and maintain a customer-centric knowledge base that empowers customers to self-serve, supports advisors and improves the effectiveness of AI-powered support tools.
Drive Customer Self-Service & Automation
Support the business objective of achieving 50% ticket deflection through high-quality support content, automation improvements and customer journey optimisation.
Improve AI-Powered Customer Support
Continuously enhance AI knowledge, conversational flows and automation performance to deliver better customer outcomes and support experiences.
Turn Customer Insights into Action
Analyse customer conversations, support trends and behavioural data to identify opportunities that improve customer journeys and operational effectiveness.
Support Business Growth & Action
Act as a key customer experience stakeholder during product launches, campaigns and business change initiatives, ensuring customer support readiness across the organisation.
What Success Looks Like (12 Months)
Key Responsibilities
Knowledge Base & Self-Service Management
AI & Automation Optimisation
Customer Insight & Performance analysis
Business Change & Project Support
Stakeholder Collaboration
Experience & Capability
The successful candidate will bring:
Desirable Experience
Key Measures of Success
💛 The Original Collagen Specialists 💛 Sunday Times 4th Fastest Growing Business in Britain! 💛 B-Corp™ Certified
Established in 2017, Absolute Collagen was created with one mission - to create a daily collagen supplement that allows both men & women to look and feel their absolute best. Now, six years later AC has evolved as the UK’s fastest growing collagen brand with an array of awards to its name. What started with just a signature collagen supplement has now led to a catalogue of products including our expertly formulated collagen-boosting Maxerum serum and our award-winning haircare range. Alongside the evolution of our products, also comes the evolution of our brand. The “Strong In Your Skin” campaign focuses on encouraging people to look and feel empowered in their own skin. We explore what it means to be strong in your own skin, through telling real stories of men and women who have championed and believed in Absolute Possibility. Whether this means being more confident, more fearless or just more open, Absolute Collagen believes that there is no better feeling than harnessing your strengths from the inside and out. From our co-founders Maxine and Darcy Laceby to our community of Absoluters, we believe that when you feel strong in yourself absolutely anything is possible. Absolute Collagen is a powerful liquid collagen supplement that provides your body with an abundance of benefits both internally & externally. In the arena of ingestible beauty products, collagen has long been recognised as the star player. Here at Absolute Collagen we have perfected the formula for a liquid collagen supplement that will help you look and feel your absolute best. Absolute Collagen’s unique anti-ageing formula provides you with the highest concentrated dose of 8000mg of premium hydrolyzed marine collagen in the most convenient way. It is also infused with Vitamin C and protein which works synergistically with the collagen for optimum skin rejuvenation and tissue renewal. Taking Absolute Collagen as your daily supplement ensures to give you the best benefits possible.
Offices: 49 Greek Street, London, London W1D 4EG, GB
💛 The Original Collagen Specialists 💛 Sunday Times 4th Fastest Growing Business in Britain! 💛 B-Corp™ Certified
Established in 2017, Absolute Collagen was created with one mission - to create a daily collagen supplement that allows both men & women to look and feel their absolute best. Now, six years later AC has evolved as the UK’s fastest growing collagen brand with an array of awards to its name. What started with just a signature collagen supplement has now led to a catalogue of products including our expertly formulated collagen-boosting Maxerum serum and our award-winning haircare range. Alongside the evolution of our products, also comes the evolution of our brand. The “Strong In Your Skin” campaign focuses on encouraging people to look and feel empowered in their own skin. We explore what it means to be strong in your own skin, through telling real stories of men and women who have championed and believed in Absolute Possibility. Whether this means being more confident, more fearless or just more open, Absolute Collagen believes that there is no better feeling than harnessing your strengths from the inside and out. From our co-founders Maxine and Darcy Laceby to our community of Absoluters, we believe that when you feel strong in yourself absolutely anything is possible. Absolute Collagen is a powerful liquid collagen supplement that provides your body with an abundance of benefits both internally & externally. In the arena of ingestible beauty products, collagen has long been recognised as the star player. Here at Absolute Collagen we have perfected the formula for a liquid collagen supplement that will help you look and feel your absolute best. Absolute Collagen’s unique anti-ageing formula provides you with the highest concentrated dose of 8000mg of premium hydrolyzed marine collagen in the most convenient way. It is also infused with Vitamin C and protein which works synergistically with the collagen for optimum skin rejuvenation and tissue renewal. Taking Absolute Collagen as your daily supplement ensures to give you the best benefits possible.
Offices: 49 Greek Street, London, London W1D 4EG, GB
