Nobody learns the job from the wiki.
New hires drown in docs and shadowing while your best people answer the same questions. Fayne turns the folder into a first month that ends in doing, and shows you who's ready before they work alone.
7-day preview, no card needed. Bring the handbook you already have.
Welcome, Maya · Support
Your first month
What to know on day one, what to do in week one, and what to show by the end of the month.
Your path
Day 1: tools, tone and the three rules
The few things that matter most, before your first ticket.
Week 1: handle real tickets
Practise on cases from your own queue, then do three for real.
Month 1: work the queue solo
A knowledge check with a pass mark, and you're on your own.
For her lead
Maya passed the refunds check. Ready for the queue on her own.
No shadowing week needed
What we hear
Every question still routes to you.
What the people running onboarding tell us.
“We hired our tenth person, and every question still routes to me.”
Operations lead, growing team “The docs go out of date the week we write them. Nobody reads them anyway.”
Head of support “They'll watch a three-minute video. They won't read a ten-page doc.”
Team lead, frontline staff “Orientation is someone at the front of the room, reading from a binder.”
Training officer, field teams “Before they show up on site, they need the safety courses done.”
Staffing firm, industrial contractors “New people should be able to watch the onboarding without us running it every time.”
Operations manager
The first month
From day one to working solo. In order.
Every new hire gets a path for their role: what to know on day one, what to do in week one, what to show by the end of the month. Lessons can open on a schedule from their start date.
- Day 1
Know where things live
The tools, the tone and the few rules that matter most. Short lessons, a walkthrough video where it helps, and a question at the end of each.
Support · Day 1
Welcome from the teamOur tools in ten minutesHow we talk to customersThe refund rule - Week 1
Do the first real tasks
Practice on cases from your own queue, then a field mission on the real thing, with a date and a check-in from their lead.
A customer asks for a refund on day 31.
Check what their plan allowsRefund it to keep them happy - Month 1
Show they can
A knowledge check with a pass mark closes the month. Pass it and the certificate is theirs. Miss it and they know which lesson to take again.
Knowledge check · pass mark 80%
Refunds and escalation
Passed, 9 of 10Certificate issued
The manager's view
Ready, or not yet.
Before anyone works alone, see who has shown they can and who needs one more pass. No chasing, no guessing from a completion rate.
- Progress and checks per personWhere each new hire is on the path, and which checks they have passed.
- What the group keeps missingOnce three people practise, Fayne says in plain words which point nobody lands, so you fix the doc once.
- Never what they wroteWhat people write or say in practice stays with them, so they practise honestly.
Maya ReyesSupport · Week 4100%Ready
Tom OkaforSupport · Week 378%Not yet
Priya ShahSupport · Week 245%On track
Leo BrandtContractor · Pre-start100%Certified
Nobody wants onboarding. They want to be useful by Friday.
A new hire doesn't need the whole handbook in week one. They need to do the first real task right, then the next one. Fayne builds the month around that, from what you already wrote.
From the folder you have
The folder becomes a path.
Bring the SOPs, the handbook and the recorded walkthroughs. Fayne asks a few questions, shows you an outline for each role, and writes nothing until you approve it.
- Three minutes, not ten pagesShort lessons in your voice, with your own walkthrough videos where they help and practice at the end of each one.
- The tutor takes the first questionA tutor in every lesson answers from your material and coaches them to the answer, so your seniors stop fielding the same five. It can make mistakes, and the questions it gets show you which doc is missing.
- When the process changesTell the course assistant what changed. It edits the lessons from your new doc and lists every change for you to keep or undo.
- Support handbook.docxRefunds, tone · 38 pages
- Escalation SOP v7.pdfWho to call, and when · 6 pages
- New starter deck.pptxTools and team · 24 slides
Support · Week 1 · 5 short lessons
Who it's for
New hires, shift teams, and people you don't employ.
- When to escalateDay 3 · 4 min lessonStart
New hires
A path for every role
Support, sales, the warehouse floor. Each role gets its own first month, paced from the day they start.
- Explain it in your wordsLock out the machine first Tag it with your name Tell the shift lead
Frontline & shift teams
No binder, no classroom
Swap the morning in a conference room for short lessons people finish between shifts, and one place to find them again.
Certificate of completion
Site safety, before day one
Leo Brandt · passed 24 Sep
Contractors
Certified before they show up
Send the safety path before day one. A knowledge check with a pass mark gates the certificate, in your brand.
Questions
Questions onboarding teams ask.
The short ones are here. For anything else, ask below.
Rather talk it through?
Thirty minutes with the team. Bring your material and we'll show you what it becomes.
Book a callNo. Bring what you already have: SOPs, the handbook, slides, recorded walkthroughs. Fayne drafts the lessons from it and you edit.
Fayne for other teams
If you teach clients
Start with one role.
Bring the handbook you already have. Fayne turns it into a first month with practice at every step.
7-day preview, no card needed. Or have us build it.