The story behind the team behind the scenes.

A modern open-plan office with multiple employees working at their desks, multiple computer monitors, and large windows providing natural light.

BackLine began with one simple observation: the way people receive care and services is changing faster than most teams can support them.

Patients and customers expect immediate, human support, but internal teams are stretched thin.

We wanted to change that.

How It All Began

BackLine was founded by two people who know both sides of care: one with over a decade in customer success and operations, and one with 16 years of clinical experience.

Together, we bridge the gap between technology and empathy - combining operational excellence with clinical understanding to deliver Support as a Service that feels human and scales naturally.

A female healthcare professional in scrubs with glasses and a stethoscope around her neck, looking confused and holding a stylus while looking at a laptop.

To redefine what modern support looks like.
When teams don’t respond, issues compound, and customers feel ignored.
We help telehealth companies, healthcare brands, and fast-growing businesses provide support customers can trust — care that feels personal, not automated.

Support shouldn’t be a cost to the company; it should be a reason customers stay.

Our Mission

A world where every patient or customer interacting online feels as supported as they would in person.

Where brands grow without chaos, and care remains at the center of every conversation.

That’s BackLine. The team behind your growth.

Our Vision

  • Our backgrounds are in real support, real operations, and real clinical care - not theory. We’ve lived the challenges of fast growth and redesigned support from the inside out.

  • Every message, every follow-up, every resolution is handled with empathy and automation. We call it “Empathetic Automation.” It’s human, and it’s scaleable.

  • We bridge the gaps between patients, customers, providers, partners, and internal teams to keep every workflow moving.

  • Whether you’re supporting 100 or 30,000 people, we help you grow sustainably without losing quality or compliance.

What Makes Us Different

Contact BackLine

We’ll communicate in a way that fits your style.
Prefer email or message-based conversations? Perfect.
Need a call to talk things through? Totally here for that.
You set the tone, we’ll match it.