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
We act as your startup’s front-line support team, delivering world-class CX through fast L1 resolution, clear communication, and smooth escalations that keep engineers focused on building. Our process-driven approach scales with launch spikes, adapts to global time zones, and builds user trust from day one. Starting from a single dedicated rep, we grow with you, offering professional support without the overhead of hiring.
We help companies deliver professional customer experience from day one. Instead of pulling engineers into basic tickets or waiting until headcount allows, we act as your dedicated front-line desk.