The 90-day B2B support onboarding checklist

Days 16–45: Supervised ticket handling

Days 16–45

Goal: Handle live tickets with supervision. Senior rep reviews every closed ticket before customer response goes out.

Gate at day 45: Tier-1 certification (independent close of a defined set of tier-1 ticket types at team-average CSAT).

0 / 7

First live tier-1 ticket handled (with senior review) Tier-1 ticket types curriculum complete Escalation paths reviewed and understood Customer communication standards reviewed Mentorship sessions scheduled (2x weekly cadence established) 50+ tier-1 tickets closed under senior review Tier-1 certification: passed

Days 46–75: Nesting and independence with safety nets

Days 46–75

Goal: Transition from supervised practice to independent ownership. Senior rep review shifts from every ticket to exception-based.

Gate at day 75: Tier-2 readiness (demonstrate ability to handle a defined set of tier-2 cases).

0 / 9

Tier-1 independent operation confirmed Tier-2 ticket types curriculum complete Cross-functional collaboration: engineering interface introduction Cross-functional collaboration: CS interface introduction Cross-functional collaboration: sales interface introduction Edge case scenarios studied (gold tickets review) Senior rep review shifted to exception-based Mentorship sessions: weekly cadence Tier-2 readiness assessment passed

Days 76–90: Full productivity and certification

Days 76–90

Goal: Operate at or near team average across the metrics defined in the program. Reinforce capability and lock in long-term habits.

Gate at day 90: Full certification (signed off as fully ramped, with documented metrics meeting the team's productivity bar).

0 / 8

CSAT within 5 points of team average First contact resolution within 10 points of team average Time to first solo ticket: documented Tickets closed per week at the team-average benchmark Specialty area assignment (if applicable) Manager 1:1 cadence transitions to standard team rhythm Full certification: signed off by manager 30-day post-onboarding retrospective scheduled

Fully certified

Every milestone hit from pre-boarding through day 90. Time to formally close out the program and schedule the 30-day retrospective.

From pre-boarding to full certification: The 90-day B2B support onboarding checklist

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Day 0: Pre-boarding

Days 1–15: Foundations and product immersion

Days 16–45: Supervised ticket handling

Days 46–75: Nesting and independence with safety nets

Days 76–90: Full productivity and certification

Fully certified