A new support hire takes 30-60 days to reach full productivity. Most teams underinvest in onboarding, resulting in 90-day ramps and inconsistent quality. This SOP defines the structured 30-day program.
DTC brands hiring 2+ support agents per year. Critical for brands scaling support team.
Onboarding investment determines whether a hire becomes great or quits in 90 days. Structured program halves time to productivity.
Helpdesk login, product samples, policy doc, week-1 schedule. Sets professional tone.
Gorgias account, Slack access, Shopify view-only, intro to team via Zoom.
Use the product. Try the customer flow. Order online and receive. Empathy through actual experience.
Watch senior agent handle tickets. New hire takes notes, asks questions. Don't touch tickets yet.
New hire handles tickets, senior reviews each response before send. Tight feedback loop.
Send without pre-review. Manager reviews 20 percent of responses end of day. Coaching on patterns.
Standard reps cadence. Weekly 1:1 to discuss patterns and questions.
Tickets-per-day, CSAT, response quality. Compare to team benchmarks. Identify training gaps.
Should hit team average on key metrics by day 60. If not, dedicated coaching.
Record your screen while running this procedure. ReccordSOP captures every step with screenshots, then alerts you when the actual process drifts from documentation.
Try ReccordSOP free30 days to supervised independence. 60 days to full productivity. Faster is rushing and creates quality issues.
Shadow only. Real tickets starting week 2 with full review. Confidence and skill build together.
Tickets-per-day vs team average, CSAT vs team average, response quality (manager review).
I built ReccordSOP after watching too many DTC ops teams lose months to undocumented workflows. These SOPs are battle-tested with Shopify operators running $1M to $50M brands.
Last reviewed June 1, 2026