DELHI · FULLTIME
Team Lead, Technical Customer Service (Onsite in Noida, India)
U.S. Green Building Council (USGBC)
Delhi · onsite · Posted 5d ago
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Not disclosed5–7 yrsfulltimeDelhi
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Section · 01
About this role
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
Experience
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:
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 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 , PERFORM , SITES , and TRUE Zero Waste ..
We are proud to be globally recognized for our leadership in green building, environmental performance, and sustainable development.
Our Global Impact
About
At USGBC and GBCI, you'll work alongside passionate, mission-aligned professionals who care deeply about people, the planet, and progress. We offer:
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.
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.
- 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.
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
- 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
- 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.
- English
- Proficiency in Hindi, Spanish, Chinese, Arabic or other languages of the Eastern Hemisphere would be beneficial.
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
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 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 , PERFORM , SITES , and TRUE Zero Waste ..
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
About
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.
- U.S. Green Building Council Leaders
- Green Business Certification Inc Leaders
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.
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Section · 02
Skills
Salesforce or similar CRM systemsDeveloping or maintaining SOPsSupport content or training documentationarcmicrosoft officePower BiLEED Online