Make a real answer reachable at any hour
We exist to give growing companies a support team without the overhead of building one alone — trained advisors, real quality controls, and the flexibility to scale, from the very first contact.
About ClearLine
Support that feels like your own team
We answer the phones, chats and emails for growing healthcare organisations — trained on your product, working in your voice, and measured on the outcomes your customers actually feel. All the quality of an in-house team, without the cost and delay of building one.
Who we are
A support partner built for the long haul
ClearLine CX, LLC is a remote-first customer communication company headquartered in Austin, with delivery centres nearshore and offshore. We run phone, email, live chat, social and SMS support for e-commerce, SaaS, fintech, travel and utility companies.
Companies come to us because support is where a brand keeps or loses a customer. We hire for empathy, train deeply on your product, and back it all with independent quality scoring and weekly reporting — so the experience stays great as you grow, and you always know how it’s going.
What drives us
Mission & Vision
Two commitments that shape every program we launch and every conversation we handle.
The most trusted name in customer experience
We’re building the support partner growing companies everywhere rely on — the team that makes outsourced customer experience feel indistinguishable from in-house, in every conversation.
Our footprint
One headquarters, a team across the country
ClearLine is headquartered in Austin and runs remote-first, with nearshore and offshore delivery centres alongside the US team — scheduled so every timezone is covered and your customers are never waiting for business hours to start.
Headquarters
Austin
United States•Central Time (CT)
Delivery centre
Charlotte
United States•Eastern Time (ET)
Nearshore delivery centre
Bogotá
Colombia•Colombia Time (COT)
Offshore delivery centre
Manila
Philippines•Philippine Time (PHT)
With advisors scheduled across every timezone we cover, our teams work around the clock — as one shift winds down, another is picking up. It’s a deliberate design: your customers never wait for a single timezone to wake up, and we tell you which advisors sit where.
Our story
How we got here
ClearLine has grown from a single inbound queue for one retailer into a support team running programmes across several sectors — built on paid training, screened advisors, and a remote-first model that works.
Where we started
One queue, one client
ClearLine starts with a single inbound queue for one retailer, and a simple bet: that advisors who stay on one account and are trusted to make decisions will outperform a bigger shared floor.
Adding channels
Beyond the phone
Clients kept asking who was answering their chat and their Instagram messages. We built one queue across every channel with a single conversation history, because customers were already treating them as one thing.
Going nearshore
Bogotá opens
Bilingual demand outgrew what we could staff domestically. Bogotá gave us Spanish coverage in overlapping hours, and set the language assessment bar we now apply everywhere.
Where we are
Priced to the programme
We stopped quoting a rate per seat. Every engagement is now scoped and priced on its own shape — which lost us some deals we would have underpriced, and kept the ones we could actually deliver well.
Leadership
The team accountable for the promise
Experienced support and operations leaders across the country, united by a single standard: outsourced support that feels in-house.
DW
Dana Whitfield
Founder & Chief Executive Officer
Austin
Twenty years running support floors before founding ClearLine, convinced that most outsourcing fails for one reason: the people answering are never given enough authority to actually resolve anything.
MO
Marcus Oyelaran
Chief Operating Officer
Charlotte
Built and ran multi-site delivery for two BPOs. Responsible for the unglamorous half of this business — rotas, ramp plans and the surge cover that only matters on the worst day of the year.
PR
Priya Raghunathan
Director of Quality & Analytics
Austin
Came from customer research rather than call centres, and rebuilt our reporting around what customers were trying to do instead of how long we kept them on the line.
ED
Elena Duarte
Director of Delivery, Latin America
Bogotá
Runs the nearshore floor and the bilingual programmes, and set the language assessment standard the whole company now hires against.
How we work
The values behind every conversation
Customers first
Every decision starts with the person on the other end of the line — not the queue, the call volume, or the metric.
Own the outcome
We don't pass the buck — we resolve it. Accountability is the difference between a staffing agency and a support partner.
Coach relentlessly
Feedback and independent QA make every advisor a little better every week. Growth is built into the job.
Partnership
We work as an extension of your team, not a vendor at arm's length — your goals are our scorecard.
Inclusive by default
We hire for potential from everywhere, train from scratch, and promote from within across every hub.
Trust & security
We guard your customers' data like it's our own — a written processing agreement and least-privilege access, on every programme.
Our impact
Trusted by healthcare organisations their customers love
- 5
- Channels under one team
- 24/7
- Coverage available, including holidays
- No
- Fixed price list — every programme is scoped
- SLA
- Service levels agreed in writing, then reported
Ready to give your customers better support?
Partner with a support team trained on your product, measured against your service levels, and priced to your programme rather than a rate card. Estimate it yourself, or tell us what you need.