Uncover is one of Kenya’s fastest growing consumer goods startups. Born in a global incubator and boasting two rounds of successful fundraising and rapid traction in its first market, Uncover is on a mission to revolutionize selfcare on the continent, starting with providing safe, affordable and reliable Skincare. Join this Kenyan owned, women led startup in building digital tools and a suite of products for women worldwide.

You will play an important role in shaping the challenger brand of the future, and helping take Uncover to the next level. You should have a desire to go above and beyond to produce the best results. In turn you will be joining an incredible company and team at a very early stage where you can have a huge impact!

CUSTOMER EXPERIENCE LEAD

The Role

As a Customer Experience Manager at Uncover,  you will play a crucial role in providing exceptional support and assistance to our customers, ensuring their satisfaction and building strong relationships. Your primary responsibility will be to address customer inquiries, resolve issues, and offer skincare product recommendations while maintaining a high level of professionalism and product knowledge.

Key Responsibilities

Customer Support

  • Respond to customer inquiries via various communication channels, including calls, sms, emails and so on.
  • Provide accurate, informative, and friendly assistance to address customer questions and concerns.
  • Resolve product-related issues, including order tracking, returns, and exchanges.

Order Management

  • Assist customers with order placement, modification, and cancellation.
  • Monitor and track customer orders to ensure on-time delivery and resolution of any delivery issues.
  • Provide customers with a seamless delivery experience by ensuring customers are updated on their delivery status.
  • Execute the cash on delivery process using a tracking system 
  • Work closely with fulfillment and delivery teams to ensure SLA’s are being met.

Product Knowledge:

  • Develop a deep understanding of Uncovers products.
  • Stay updated on new product launches, ingredients, and industry trends to provide expert recommendations.

Sales and Upselling:

  • Identify opportunities to upsell or cross-sell products based on customer needs and preferences.
  • Meet or exceed sales targets by providing tailored recommendations and product information.

Problem Resolution:

  • Investigate and resolve customer complaints and issues in a timely and efficient manner.
  • Collaborate with other departments, such as the warehouse and shipping, to resolve complex issues.

Knowledge Sharing:

  • Provide feedback to the product development team based on customer suggestions and feedback.
  • Share insights and trends with the marketing team to help improve customer satisfaction and drive product improvements.

Documentation:

  • Maintain accurate and detailed records of customer interactions and inquiries.
  • Use customer relationship management (CRM) software to log information and track customer history.

Customer Feedback:

  • Solicit and collect customer feedback to continually improve the customer service experience.
  • Monitor and analyze customer satisfaction surveys and reviews to identify areas for improvement.

Qualifications:

  • High school diploma or equivalent (Bachelor’s degree preferred).
  • Previous customer service experience, preferably in the skincare or beauty industry.
  • Strong communication and interpersonal skills.
  • Exceptional product knowledge and understanding of skincare ingredients.
  • Proficiency in using customer support software and CRM systems.
  • Sales and upselling skills.
  • Problem-solving abilities and a solution-oriented mindset.
  • Patience, empathy, and a strong commitment to customer satisfaction.
  • Ability to work in a fast-paced environment and handle high call volumes.
  • Excellent time management and organizational skills.

This Customer Experience Manager position is a critical role in maintaining positive customer experiences. If you have a passion for skincare and providing outstanding customer service, we encourage you to apply and be a part of our dedicated team.

How to Apply:

Does this role sound like it was made for you? We’d love to hear from you!

Please send your CV, Cover Letter and Portfolio to talkto@uncoverskincare.co

SOCIAL MEDIA CONTENT CREATOR

Qualifications:

  • Passion for skincare and an understanding of the beauty industry.
  • Proficiency in photography and videography, with experience in shooting and editing high-quality content.
  • Creativity and a keen eye for aesthetics.
  • Exceptional storytelling and content creation skills.
  • Knowledge of social media platforms and trends.
  • Strong communication and interpersonal skills.
  • Ability to work both independently and as part of a team.
  • High attention to detail and the ability to meet deadlines

Key Responsibilities:

  1. Content Creation: Produce high-quality, visually appealing images and videos that align with Uncover’s brand identity, showcasing our products in an attractive and creative manner.
  2. Photography and Videography: Capture and edit photos and videos that highlight product features and benefits, lifestyle shots, and other content relevant to our skincare brand.
  3. Storytelling: Develop compelling narratives that convey the uniqueness of Uncover’s products, while emphasizing our commitment to empowering women on the continent.
  4. Trend Analysis: Stay up-to-date with the latest social media trends, algorithms, and best practices to ensure our content remains relevant and engaging.

How to Apply:

Does this role sound like it was made for you? We’d love to hear from you!

Please send your CV, Cover Letter and Portfolio to talkto@uncoverskincare.co

FOCUS GROUP PROJECT MANAGER (3 MONTH CONSULTANCY)

Role:

We are seeking a passionate and driven Focus Group Project Manager for a 3-month consultancy to help us gather valuable insights on our new product offerings. If you are enthusiastic about skincare, have strong project management skills, and thrive in a dynamic environment, we want you to be part of our team.

Responsibilities:

  • Conduct Focus Groups: Organize and lead focus groups with women in Nigeria or Kenya to gather feedback and insights on three new Uncover products. Ensure that the sessions are well-structured, engaging, and produce actionable data.
  • Product Knowledge: Develop a deep understanding of Uncover’s brand and products, especially the ones being tested, to effectively guide discussions and answer participants’ questions.
  • Project Management: Be a natural project manager by meticulously planning, scheduling, and overseeing all aspects of the focus group project. Maintain a detailed timeline to ensure all activities run smoothly and are completed on schedule.
  • Data Analysis: Analyze the data collected from focus groups to identify trends, preferences, and areas for improvement. Present these findings to the Uncover team in a clear and actionable manner.
  • Communication: Demonstrate excellent communication skills by training and instructing women participating in focus groups. Ensure they understand the goals and procedures and feel comfortable sharing their opinions.
  • Initiative: Show a proactive and self-starting attitude by identifying opportunities for process improvements, and contribute to the development of best practices for future focus group projects.
  • Content Creation: Capture high-quality raw photo and video content during focus group sessions. If possible, use your editing skills to create engaging content that can be used for marketing and promotional purposes.

Qualifications:

  • Passion for the Brand: Genuine enthusiasm for the Uncover brand and a basic knowledge of skincare.
  • Project Management Skills: Exceptional organizational abilities, detail-oriented, and capable of managing project timelines effectively.
  • Data-Driven: A love for data analysis, with the ability to derive meaningful insights from research findings.
  • Communication: Strong communication skills, with the ability to instruct and engage a diverse group of participants.
  • Self-Starter: A proactive and results-driven mindset, able to work independently and take initiative.
  • Multimedia Skills (Bonus): Proficiency in capturing high-quality raw photo and video content. Editing skills are a plus

How to Apply:

Does this role sound like it was made for you? We’d love to hear from you!

Please send your CV, Cover Letter to talkto@uncoverskincare.co

SKIN ESTHETICIAN

Role:

We’re on the lookout for a talented and passionate Skin Esthetician to join our team. If you have a knack for skincare, enjoy connecting with people, and are skilled at creating engaging content, this might be the perfect opportunity for you.

Role Overview

As a Skin Esthetician, you’ll play a crucial role in delivering top-notch skincare services, conducting both in-person and virtual consultations, and sharing valuable skincare insights through content creation. Your expertise will contribute to boosting our clients’ confidence by helping them achieve healthy and radiant skin. Additionally, you’ll be a key factor in establishing our brand as a trusted source of skincare knowledge.

Responsibilities

Personalised Skin Consultations

  • Listen to our clients’ skin concerns and analyse their skin type and condition.
  • Recommend suitable skincare treatments and routines tailored to their individual needs.
  • Explain the benefits of the recommended treatments and products clearly. – Drive brand education through retailer staff training and customer calls.

Physical & Virtual Consultations

  • Conduct virtual skin consultations using video calls to assist clients remotely.
  • Adjust your approach for virtual consultations while maintaining accurate assessments and personalised recommendations.
  • Run physical consultations during pop-ups on a need to basis.
  • Drive engagement for various brand partnerships e.g Masterclasses

Building Client Relationships

  • Develop the client cycle – consultations, recommendation, follow-up on progress, feedback, track progress etc.
  • Establish strong connections with clients through effective communication and personalised advice.

Product Expertise

  • Stay updated on the latest skincare products and trends.
  • Recommend and explain the benefits of skincare products to clients.
  • Attend workshops and industry events to enhance your skincare knowledge and skills.

Qualifications

  • Hands-on experience in skincare treatments and consultations.
  • Strong understanding of various skin types, conditions, and skincare ingredients.
  • Excellent communication skills for both in-person and virtual consultations.
  • Proficiency in creating content for different platforms.
  • Familiarity with social media and content creation tools.
  • Ability to work independently and as part of a team.
  • Professional and empathetic approach when dealing with clients.

Join Our Team

If you’re passionate about skincare, enjoy connecting with people, and have a talent for creating compelling content, we’d love to hear from you. Help our clients achieve their skincare goals and contribute to our brand’s growth as a respected skincare authority.

How to Apply:

Does this role sound like it was made for you? We’d love to hear from you!

Please send your CV, Cover Letter to talkto@uncoverskincare.co