Team Lead, Technical Customer Service (Onsite in Noida, India)

HOW YOU’LL MAKE AN IMPACT

As a Team Lead for Technical Customer Service (TCS), you’ll have the opportunity to make a meaningful impact by helping advance our goals at USGBC \& GBCI. In this role, you will 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 will 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 help clarify LEED requirements. You will also coordinate with our India-based staff from other teams to build a strong technical customer support network for them and help our US-based TCS staff identify opportunities for improving customer and staff support across the Eastern Hemisphere.

Key Responsibilities

• Lead, coach, and develop up to four direct reports through performance management, training, mentoring, and workload planning to meet or exceed team productivity goals, while ensuring high-quality responses.
• Triage incoming customer inquiries to minimize turn-around time.
• Perform periodic quality assurance assessments of the work of your team.
• Contribute to customer support goals by meeting and exceeding case resolution targets through your own casework and that of your team.
• Partner with TCS leadership team to implement strategies, processes, and service offerings that advance team objectives.
• Lead assigned special projects and continuous-improvement initiatives.
• Develop and share LEED and sustainability subject matter expertise within the Technical Customer Service team.
• Provide clear, expert written guidance and maintain team resources, procedures, and best practices.
• Represent the voice of the customer by providing feedback on USGBC and GBCI initiatives.
• Design and refine customer-service processes that help customers achieve their goals and advance USGBC’s mission.

Assessment Notice

• Candidates who advance in the interview process will be required to complete a written skills assessment, more details will be provided as the time approaches.

REQUIRED QUALIFICATIONS

Experience

• A mininum of 2 years of experience leading a team of 2 or more employees
• A minimum of 5 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

Education

• Bachelor’s degree in a related field of study (e.g., sustainability, architecture, interior design, 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 strongly 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 Hindi, Spanish, Chinese, Arabic or other languages of the Eastern Hemisphere 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

We offer you

• Competitive compensation
• Professional development reimbursement
• Comprehensive benefits package aligned with local and national legislation.
• 6 weeks paid renewal leave after 7 years of continuous service
• Annual pay increase
• Performance Bonuses

LOGISTICS

Location

This position is hybrid in Noida, India and will be required to work onsite about 3 to 4 times a week.

Work Schedule: This is a salary-based position that will involve working at least 40 hours a week. Standard work hours are Monday – Friday 9 AM to 5:30 PM based on candidate’s time zone with some flexibility needed to attend calls with customers \& staff 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