The CEO/founder as the L1 support is not the flex it may appear to be.

As a user, if the CEO/founder is answering my questions, I honestly will wonder if this is a one man fly by night operation that will be gone next week.

Also, a satisfactory support experience may not be the fastest one. If I ask for something, L1 says "no", but then escalates to sales, sales say "no", but escalate to the founder, the founder says "yes", the user may feel more "heard" and has a better sense of achievement than if the founder is the L1 who says "yes" immediately. The outcome is the same, but one will feel "earned".