Before day one
Remove friction so the first day is about learning, not access.
- Create their accounts and test that they can log in
- Add them to the team channels and the escalation list
- Write down who to ask for what, by name
- Pick a buddy who is not their manager
Week one: listen and learn
Have them read recent solved tickets, the macros and the help center. Reading real conversations teaches tone and common problems faster than a document.
Add a short session on the product, ideally with them using it as a customer would: sign up, set it up, break something.
Week two: draft, don't send
Give them live tickets to draft replies on, and have the buddy review before anything is sent. Review for accuracy first, then tone, then speed.
Keep notes of the questions they ask. Each one points to a missing macro or article.
Week three: send with a safety net
Let them send replies on the easier categories, and review a sample after the fact. Set a clear rule for what they should escalate, for example refunds above a set amount or anything legal.
Week four: own a queue
Give them a defined set of tickets, such as one group or one channel, and a short review at the end of the week using your QA card. Agree what the next month looks like.
Keep improving the material
Ask the new agent what was confusing. They see gaps the team has stopped noticing. Fold their notes back into your macros and help center so the next hire starts further ahead.