Team Lead, Technical Customer Service

US Green Building Council

110d

About The Position

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.

Requirements

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

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.

Benefits

• Competitive compensation
• 401(k) with employer matching
• Professional development reimbursement
• Healthcare plan through Cigna that includes medical, dental, vision, and prescription drugs, with USGBC covering 100% of the premiums and an HRA to assist in reaching the in-network medical deductible.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees