Seller Success Manager (m/f/d)

SmartRecruiters, Inc.; Lisboa; Hybrid; EUR 40,000 - 62,000; Full time

Benefits offered by this job

Competitive salaries

Hybrid work

Meal Allowance

Healthcare Plan

Employee discounts

Learning & Development

Language courses

Job summary

AUTODOC in Portugal is seeking a Seller Success Manager to join our growing team. You will resolve multi-party operational challenges, balance seller trust with customer satisfaction, and drive business outcomes across the marketplace.

Collaborating with Account Management, Customer Care, Tech and Compliance, you will design processes to reduce disputes, increase seller retention, and shape our operational frameworks for a high-trust platform.

Qualifications

• 3 to 5 years of experience in Marketplace operations, Customer Success, or Account Management.
• Proven track record in complex dispute resolution and stakeholder management.
• Strong analytical capabilities using operational data to drive workflow improvements.
• Excellent problem-solving, communication, and project management skills with a customer-centric focus.
• Solid understanding of e-commerce marketplace operations, policy frameworks, and dispute mechanisms.
• High level of autonomy, accountability, and hands-on approach.
• Professional fluency in English (our company language).

Responsibilities

• Mediate complex dispute cases between sellers and customers, balancing customer experience and business impact.
• Analyze seller performance data and feedback to identify systemic issues and improvement areas.
• Propose and execute initiatives to reduce friction, improve resolution times, and lift platform reputation.
• Lead cross-functional projects across the marketplace lifecycle to improve seller experience.
• Collaborate with Customer Care, Account Management, and Tech to optimize processes and communication standards.
• Establish clear KPIs and feedback metrics to track intervention efficacy and ensure ongoing optimization.

Skills

Marketplace operations

Customer Success

Account Management

Dispute resolution

Stakeholder management

Cross-functional project execution

Data-driven decision making

Problem solving

Communication skills

Project management

E-commerce marketplace knowledge

Autonomy and accountability

English proficiency

Job description

Engineered in Berlin. Driving the Future of Europe.

At AUTODOC, we are proud to be a homegrown European success story. Founded in Berlin in 2008 and still headquartered in the heart of the continent today, we have evolved into Europe’s leading online platform for the automotive aftermarket. With a growth rate of 20% year-over-year, our strength lies in our unique identity: we are a digital-first, e-commerce powerhouse disrupting a traditionally offline industry with our expansive reach across 27 European countries. We blend high-tech innovation with staying agile and close connection to the markets we serve to make taking care of your vehicle easier and more affordable for everyone.

Today, our team of more than 5,500 professionals from over 50 different countries work together to redefine mobility and are living examples of European ingenuity. Bring your talent and expertise to a company that is building a sustainable, tech-driven future for all drivers.

Come join us and impact the future of AUTODOC!

Job Description

About the role

As our Marketplace model rapidly expands across Europe, maintaining operational excellence and trust across our third-party ecosystem is paramount. To support this rapid scaling and reduce operational friction, we are reorganizing our operations to streamline seller interactions and handle complex dispute mediations that sit between our sellers and customer care teams.

To help us with achieving this, we are hiring a Seller Success Manager to join our team in Portugal. In this critical role, you will act as the key point of contact for resolving multi-party operational challenges, balancing seller trust with customer satisfaction and business outcomes. You will analyze seller feedback, uncover recurring root causes, and partner across functions to continuously elevate the overall seller experience.

In this position, you will work toward building a seamless, high-trust marketplace platform by designing processes that reduce dispute rates and increase seller retention. You will collaborate closely with internal teams across Account Management, Customer Care, Tech, and Compliance to shape our operational frameworks. This is an exciting opportunity to join a fast-growing e-commerce scale-up, take ownership of high-impact operational decisions, and directly influence the continuous growth of our marketplace ecosystem.

What you will do

• Mediate complex dispute cases between sellers and customers that cannot be resolved independently, balancing customer experience, seller trust, and business impact.
• Analyze seller performance data, interactions, and feedback loops to identify systemic operational issues and improvement areas.
• Propose and execute strategic initiatives aimed at reducing friction, improving resolution times, and elevating platform reputation.
• Lead and coordinate cross-functional projects across the entire marketplace lifecycle to improve the end-to-end seller experience.
• Partner closely with Customer Care, Account Management, and Tech teams to optimize process design, dispute workflows, and communication standards.
• Establish clear KPIs and feedback metrics to track intervention efficacy and ensure ongoing process optimization.

Qualifications

What you bring to the role

• 3 to 5 years of experience in Marketplace operations, Customer Success, or Account Management.
• Proven track record in complex dispute resolution, stakeholder management, and cross-functional project execution.
• Strong analytical capabilities with experience utilizing operational data to drive workflow improvements.
• Excellent problem-solving, communication, and project management skills with a customer-centric focus.
• Solid understanding of e-commerce marketplace operations, policy frameworks, and dispute mechanisms.
• High level of autonomy, accountability, and a hands-on approach to problem-solving.
• Professional fluency in English (our company language).

Additional Information

What do we offer

• Competitive salaries based on your professional experience
• Fast growing international company with stable employment
• Annual vacation of 25 working days and 1 additional day off on your birthday
• Day off on Municipality day and Carnaval
• Meal Allowance (8 euros per working day)
• Fidelidade Healthcare Plan (Comprehensive health coverage with the option to include your partner and children at discounted rates).
• Mental Wellbeing Program through the OpenUp platform
• AUTODOC corporate discount for purchasing car parts at special rates for personal use
• Exclusive retail discounts via our ‘Benefits at Work’ portal
• Learning & Development (over 650 courses on soft and hard skills on our e-learning platform)
• Free English and German language classes (after probation period)
• Flexible working hours and hybrid work