Hi, I’m Jelena, and I built FirstLineCX.
For the past 10 years, I’ve worked on the first lines of B2B and SaaS support, solving complex issues, calming frustrated users, mentoring support teams, and helping companies bring structure to their processes. Over time, I noticed a pattern, companies were scaling fast, but their customer experience wasn’t keeping up. That’s why I made FirstLineCX, to give founders a plug-and-play support system that feels human, efficient, and scalable.
Things that drive me:
Support as a growth channel, not a cost center.
Partnership, not outsourcing, when we work together, I’m not “just your support team.” I’m your early-warning system, your feedback loop, and your customers’ biggest advocate.
What I’ve learned?
The best customer experiences don’t happen by accident. They’re designed.
What I bring to every project:
Real First Line Experience. I’ve lived your inbox problems.
Frameworks to help you scale support as you grow.
Passion for helping teams build trust through great service.
If you’re a founder, COO, or CX lead trying to make support your startup’s strongest advantage, I’d love to connect.
Who we are
At FirstLineCX, we believe customer support isn’t just a function, it’s an operating system. The way you handle early conversations sets the foundation for retention, trust, and long-term growth. That’s why we built FirstLineCX OS:
a structured set of programs made to help you design, set, and grow Customer Support team as your company grows.
We saw the same pattern across fast-moving startups. Great products, strong demand, but support held together by founders, engineers, and ad-hoc processes. Conversations were handled, but insights were lost. Teams reacted instead of operating. Growth created pressure instead of leverage.
FirstLineCX OS closes that gap.
Through stage-appropriate programs, we help companies move from reactive support to a measurable, AI-assisted CX system that runs without constant founder involvement. We don’t just handle conversations—we design the structure, ownership, workflows, and intelligence behind them.
What drives us is simple: great CX isn’t about replying faster. It’s about creating clarity, protecting retention, and turning customer signals into decisions leadership can act on.
Whether you’re building your first support layer or scaling into a growth engine, FirstLineCX OS gives you the system to do it right—without breaking as volume increases.