Rebuilding onboarding so support stopped being the first step

New enterprise customers were arriving in support queues because there was no onboarding path — just a welcome email and a hope. The team was absorbing the cost in reactive tickets.

• Interviewed 12 recent customers and read 200 of their first-30-day tickets.
• Designed a five-stage onboarding track with a written owner and a checklist at each stage.
• Automated the three most common setup requests so they never became tickets.
• Handed the whole thing to the support team with documentation, not a slide deck.