Team Lead, Technical Customer Service

Description

• Design, implement, and refine processes that empower customers to achieve USGBC’s mission.
• 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.
• Actively manage and coach up to 4 direct reports, regularly assessing performance and ensuring full team utilization, while providing direction, training, and mentoring.
• 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.
• Use sustainability expertise, communication, and professional writing skills to craft expert guidance.
• Bring and develop technical expertise related to the LEED rating systems to share within the TCS Technical group.
• Manage individual performance to achieve and exceed team performance goals, while ensuring high-quality responses.
• Use and build on our team’s library of rating system expertise, database of standard operating procedures, and best practices.

Requirements

• 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.
• Bachelor’s degree in a related field of study (e.g., sustainability, architecture, engineering, landscape design, building management, environmental science, environmental education).
• Prior experience developing or maintaining SOPs, support content, or training documentation.
• Demonstrated ability to prioritize responsibilities, navigate ambiguity, adapt to change, and accept feedback.
• 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.
• Experience with leading a team of 4+ direct reports in a remote setting
• Green Business Certification Inc Leaders
• Proficiency in Spanish, Chinese, or Arabic would be beneficial.
• Ability to create and evaluate reports on various platforms such as PowerBI is beneficial
• Customer service experience
• Experience working on cross-functional teams or contributing to process improvement projects.
• 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
• Recognition in 180+ countries for innovation in green building and business practices
• Experience with Salesforce or similar CRM systems
• 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 with Microsoft Office
• Familiarity with LEED Online and Arc is preferred.

Benefits

• 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
• 401(k) with employer matching
• A chance to make a measurable impact on global sustainability efforts
• Professional development reimbursement
• Opportunities to grow your career and take ownership of meaningful work
• Millions of square feet of certified healthy, efficient, low-carbon space
• Competitive compensation
• 6 weeks paid renewal leave after 7 years of continuous service
• 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

Training + Development

Interview process

Visa Sponsorship

Security clearance