Green Building Specialist

As a Green Building Specialist (Customer Support), you’ll be part of the front-line team supporting over 60,000 customer inquiries annually across USGBC and GBCI programs, including LEED certification, professional credentials, education, and membership. You’ll provide expert guidance and problem-solving support for complex or technical inquiries, ensuring a positive experience for both new and experienced users.

You’ll serve as a subject matter expert across our core offerings and contribute to maintaining and improving internal knowledge bases, Help Center content, and operating procedures. Your work will help empower customers to meet their sustainability goals, support our mission, and enhance user experience through thoughtful, solutions-focused communication.

You’ll join a collaborative, mission-driven team with diverse backgrounds in architecture, engineering, sustainability, and customer support. Together, you’ll drive improvements in service delivery, share knowledge, and contribute to special projects that shape the future of green building and education.

As part of the USGBC team, you will gain:

• Meaningful work supporting climate action and sustainable communities.
• Opportunities for professional development and cross-functional collaboration.
• A workplace that values inclusion, well-being, and purpose-driven contributions.
• The ability to shape how stakeholders engage with the future of green building and sustainability.

Key Responsibilities:

• Collaborate with internal teams to address stakeholder needs, identify trending issues and develop resolutions that support the customer and respect organizational policies.
• Contribute to customer support goals by meeting and exceeding case resolution targets and case quality metrics.
• Improve the customer experience by anticipating their needs and proactively directing them to the available resources.
• Serve as the voice of the customer, providing input and feedback on USGBC and GBCI initiatives.
• Serve as a technical subject matter expert, specializing in user accounts, billing, and/or other subject matter expert roles, providing the organization with critical insights into the customer experience and perspective, and building relationships with other experts in the organization and investing in the continuous improvement process for USGBC/GBCI/LEED guidance.
• Contribute to special projects as needed, such as user testing, writing articles, developing addenda and policy, training staff.
• Craft expert guidance for stakeholders with a spirit of mission-driven teamwork and professionalism.
• Design, implement, and refine processes that empower our customers to implement their goals and achieve USGBC’s mission.
• Communicate across boundaries with a spirit of mission-driven teamwork and professionalism.
• Build on our team’s library of rating system expertise, database of standard operating procedures, Help Center content, public facing policy, library of stock responses and best practices.
• Work with customers and project teams, credential holders and/or project teams who are new to our rating systems and educational offerings, as well as those who are experts themselves, fostering empowerment and education through LEED or other rating systems.
• Design, implement, and refine holistic and systematic processes that empower our customers to implement their goals and USGBC’s mission, growing the reach of the decades of intelligence that the USGBC has collected from around the world.
• Document, track and manage the complete lifecycle of customer inquiries and resolutions.

Qualifications

Must Have Qualifications:

• Minimum 5 years of experience in a client-facing role related to green building, sustainability, or education.
• Strong written and verbal communication skills, with the ability to convey complex information to a global audience.
• Demonstrated customer-first mindset and proven problem-solving abilities.
• Experience with LEED project applications, green building consulting, or supporting credentialing/education customers.
• Proficiency with Microsoft Office and comfort learning new technology.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Commitment to USGBC’s mission and values.

Preferred Qualifications:

• Current USGBC or GBCI credential or professional certificate, or a commitment to earn one within the first year of Employment.
• Familiarity with LEED Online, Arc, or other sustainability rating systems.
• Experience with Salesforce or similar CRM systems.
• Prior experience developing or maintaining SOPs, support content, or training documentation.
• Demonstrated ability to navigate ambiguity, adapt to change, and accept feedback.
• Experience working on cross-functional teams or contributing to process improvement projects.
• Professional certification (e.g., LEED Green Associate or AP), or willingness to obtain within first year.