Green Building Specialist (Customer Support)

About U.S. Green Building Council and Green Business Certification Inc.

USGBC builds a future where the built environment supports a healthy, sustainable world. 

At USGBC, we are committed to transforming how buildings and communities are designed, built, and operated to improve quality of life. Through LEED—the world’s most widely used green building rating system—as well as education, advocacy, and research, we are driving forward a healthier, more equitable, and resilient world.

GBCI is the premier certification body responsible for global delivery and quality oversight of green building and green business sustainability standards. Its integrated team of green building specialists administers credentials and certifications for USGBC (LEED), the International WELL Building Institute (WELL Building Standard), International Finance Corporation (EDGE), PEER, Sustainable SITES, TRUE Zero Waste, and Investor Ready Energy Efficiency (IREE).

We are dedicated to hiring passionate and talented individuals who share our vision for environmental stewardship and impact. Our organization offer a purpose-driven culture where you can grow your career and make a meaningful difference. 

How You'll Make an Impact

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.

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.

Education

Bachelor’s degree in a related field of study, such as sustainability, architecture, engineering, landscape design, building management, environmental science, environmental education, etc. 

What We Offer You

Our total rewards include:

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.