Henry Gordon

About Henry Gordon

Customer Support Supervisor with a background in business analysis, a love for clean processes, and a deep respect for the customer experience. I lead with clarity and adaptability, balancing frontline insight with strategic thinking to improve how support actually works—for customers and the teams that serve them.My career has moved between strategy and execution, but always with the same goal: bridging people, tech, and operations to drive better outcomes. I recently rejoined the frontline to lead support teams with empathy, structure, and a focus on continuous improvement.I’m into systems that make sense, conversations that matter, and teams that show up for each other. Also: longtime music nerd, recovering band guy, and believer that rhythm and flow matter—in leadership just as much as songwriting.If you\'re building something that values both people and process, let’s talk.

Experience

1. Customer Support Supervisor

   Clearwave Fiber

   Apr 2025 — Present

   Lead day-to-day operations for a remote customer support team, balancing service level, abandon rate, AHT, adherence, and customer experience.Drive real-time queue health and escalation handling; identify volume/driver trends and translate them into clear frontline actions.Coach and develop reps through QA evaluations, targeted feedback, and repeatable follow-up loops to improve consistency and outcomes.Partner cross-functionally to improve process clarity and reduce friction points across systems, workflows, and customer communications.Build and maintain reporting/visibility rhythms for leaders and agents; document SOP/KB updates to standardize execution.

Education

• Central Piedmont Community College

  BA

  1990 — 1992