We have a standard onboarding process now. The bulk of the onboarding takes place over the first 2 weeks. The goals are two-fold. First, to ensure that people have the ability to connect with other team members (we’re remote, so that’s even more important!). Secondly, for them to understand the areas that we’re working on so they can get up to speed as quickly as possible.
- Customer support - where the person would have to go through some typical questions/challenges that the user has. They would also be asked to create a visual out of mock data so they get to experience the product in their shoes. I love that our CS team is the one leading this!
- Product - either the Product managers or the Head of Product will have to walk the team member through the why, vision and roadmaps.
- Data - going through some dashboards and key metrics that are important for a person to orient themselves around.
- HR and finance
- Depending on their teams, they may also go through onboarding in Marketing, Sales, Product Design or Engineering.
- 1:1s with relevant team members are also prioritized during this time.
Lastly, we have ‘Everyone on Support’ which is an initiative to get people to spend 0.5 day per quarter on the Customer Support helpdesk. This is not just for onboarding but everyone gets this opportunity on a quarterly or bi-quarterly basis, as we want them to intimately know and understand customer problems.
Happy to learn about how you all run onboarding too!