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 workplace 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 initiativ

📌 Team Lead, Technical Customer Service (New Delhi)
🏢 Us Green Building Council
📍 New Delhi