Naomi Reyes
Co-Founder & CEORan support for a startup that outgrew two helpdesks before she decided to build the third one herself.
Our Story
We got tired of support software that didn't feel like us.
Threadline started as a shared frustration, not a business plan — three people who'd spent years inside clunky helpdesk tools and decided the industry's default couldn't be the ceiling.
The Beginning
Naomi Reyes ran support for a fast-growing startup that outgrew its helpdesk twice — each time trading one set of headaches for another. Every tool promised "powerful," but what her team actually needed was fast: reply quickly, keep it personal, don't drown in settings nobody asked for.
She found Julian Okafor, an engineer who'd built internal tools for exactly that kind of team and hated watching them get replaced by bloated enterprise platforms built for procurement checklists instead of actual conversations. Priya Chandrasekaran joined soon after, having spent a decade on the other side of the inbox — the agent actually typing the replies.
Together they built the tool they'd wanted all along: an inbox that feels shared instead of siloed, automation that saves time instead of hiding behind it, and a product roadmap with a simple filter — does this make replying to a customer faster or warmer? If not, it doesn't ship.
How We Work
A short list of things we won't compromise on.
Support Is A Relationship
Not a queue to clear. Every metric we build matters only if it makes a customer feel heard.
Fast Beats Fancy
If a feature adds a click without saving a minute somewhere, it's not done yet — it's just complicated.
Every Feature Earns Its Place
We say no to a lot of requests. A smaller, sharper toolkit beats a bigger one nobody fully learns.
We Build What We'd Use
Every one of us has worked a support queue. If we wouldn't want it on our own desk, it doesn't ship.
The Team
Small on purpose.
Threadline is built by a small team who all still spend time in the product — including the inbox.
Julian Okafor
Co-Founder & Head of ProductSpent years building internal tools for support teams. Obsessed with cutting a workflow down to one click.
Priya Chandrasekaran
Head of Customer ExperienceA decade on the front line of support inboxes. Now she shapes how Threadline teaches new teams to use it.
Come Say Hello
We'd genuinely like to hear about your support queue.
Questions, feedback, or just curious — we read every message ourselves.