Team Lead, Technical Customer Service

HOW YOU'LL MAKE AN IMPACT

As a Team Lead for Technical Customer Service, you'll have the opportunity to make a meaningful impact by helping advance our goals at USGBC & GBCI. In this role, you'll manage a small team of technical customer service specialists that focus on LEED, perform critical responsibilities such as triaging customer support inquiries, answering customer questions, supporting coordinating user acceptance testing, initiating and implementing process improvements, and executing other special projects in alignment with our mission and strategic goals. You'll report to the Director of the TCS Technical Group and be part of a specialized yet collaborative team environment where your contributions will help shape impactful outcomes. You'll work closely with our other divisions including Products and Operations, and may regularly partner with GBCI review and USGBC Product Management and Technical Development team members to identify points of confusion for customers and clarify LEED requirements.

Key Responsibilities

• Actively manage and coach up to 4 direct reports, regularly assessing performance and ensuring full team utilization, while providing direction, training, and mentoring.
  • Manage individual performance to achieve and exceed team performance goals, while ensuring high-quality responses.
  • Work with the Director to implement strategies and manage processes for existing and new scopes of services to ensure individual and team strategic goals are achieved.
  • Bring and develop technical expertise related to the LEED rating systems to share within the TCS Technical group.
  • Contribute to customer support goals by meeting and exceeding case resolution targets through your own casework and that of your team.
  • Serve as the voice of the customer, providing input and feedback on initiatives.
  • Lead special projects, as assigned.
  • Use sustainability expertise, communication, and professional writing skills to craft expert guidance.
  • Design, implement, and refine processes that empower customers to achieve USGBC's mission.
  • Use and build on our team's library of rating system expertise, database of standard operating procedures, and best practices.

REQUIRED QUALIFICATIONS

Experience

• 5-10 years of professional experience in a client-facing role, directly interacting and communicating with customers in green design, construction, sustainable operations, and maintenance, or sustainability education
• Customer service experience
• Experience with leading a team of 4+ direct reports in a remote setting

Education

• Bachelor's degree in a related field of study (e.g., sustainability, architecture, engineering, landscape design, building management, environmental science, environmental education).
• Master's Degree or commensurate experience in a related field of study or work, such as sustainability, architecture, engineering, landscape design, building management, environmental science, environmental education, etc. is preferred.

Technology/System(s)

• Proficiency with Microsoft Office
• Experience with Salesforce or similar CRM systems
• Familiarity with LEED Online and Arc is preferred.
• Ability to create and evaluate reports on various platforms such as PowerBI is beneficial

Skills

• Prior experience developing or maintaining SOPs, support content, or training documentation.
• Demonstrated ability to prioritize responsibilities, navigate ambiguity, adapt to change, and accept feedback.
• Experience working on cross-functional teams or contributing to process improvement projects.

Certifications

• Current USGBC or GBCI credential or professional certificate (e.g., LEED Green Associate or AP), or a commitment to earn one within the first year of employment.

Language

• English
• Proficiency in Spanish, Chinese, or Arabic would be beneficial.

ABOUT OUR TOTAL REWARDS PACKAGE

Salary

Final compensation and benefits will be confirmed at the time of offer and may vary based on factors such as internal equity, relevant experience, qualifications, and employment status. Please note that salary negotiations will not extend beyond the top of the internal salary range.

Benefits

• Competitive compensation
• 401(k) with employer matching
• Professional development reimbursement
• We offer a healthcare plan through Cigna that includes medical, dental, vision, and prescription drugs. USGBC covers 100% of the premiums and an HRA that will assist you and your dependents in reaching the in-network medical deductible. You will only be responsible for the $300 individual / $600 family up front deductible for medical services before the employer funded HRA will process payments for your in-network claims
• Generous paid time off (12 paid holidays, 9 paid personal sick days and based on career level either 2 to 3 weeks PTO), including operations closed for a full week between Christmas and New Year\'s
• 6 weeks paid renewal leave after 7 years of continuous service

LOGISTICS

Location: This position can be performed onsite in Washington, DC, remote, or hybrid

Work Schedule: Monday - Friday 9 AM to 5:30 PM based on candidate's time zone this will be 40 hours a week position with some flexibility needed to attend calls with customers in different time zones.

Travel %: 5 % of work time may involve travel for conference support, professional development, or team building meetings or other work-related tasks.

EEO STATEMENT

The U.S. Green Building Council is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, age, sexual orientation, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law.

ABOUT US

U.S. Green Building Council (USGBC) is a mission-driven nonprofit dedicated to accelerating and scaling the transformation of the built environment. Through LEED-the world's most widely used green building rating system- and initiatives likes Greenbuild, the Center for Green Schools and advocacy, USGBC empowers professionals to drive market transformation that advances human and environmental health, climate resilience, and equity.

Green Business Certification Inc. (GBCI) is the world's leading sustainability and health certification and credentialing body, independently recognizing excellence in performance. GBCI administers project certifications and professional credentials and certificates including LEED, WELL, EDGE, PEER, PERFORM, SITES, TRUE Zero Waste, and IREE.

We are proud to be globally recognized for our leadership in green building, environmental performance, and sustainable development.

Our Global Impact

• Over 120,000 LEED-certified commercial projects worldwide
• Millions of square feet of certified healthy, efficient, low-carbon space
• Recognition in 180+ countries for innovation in green building and business practices

Why Join Us

At USGBC and GBCI, you'll work alongside passionate, mission-aligned professionals who care deeply about people, the planet, and progress. We offer:

• A purpose-driven, inclusive culture
• Opportunities to grow your career and take ownership of meaningful work
• A chance to make a measurable impact on global sustainability efforts
• We're seeking team members who thrive in collaborative environments, are committed to excellence, and want to build lasting partnerships that drive change in the built environment.

Meet Our Leaders and Learn More about our Mission:

Learn more about our:

• U.S. Green Building Council Leaders
• Green Business Certification Inc Leaders

Culture and Values Statement

Working together, each of us advances our mission by respecting all voices, trusting and supporting one another, excelling through collaboration and accountability, and continuously improving ourselves and our organization.