Customer Support Specialist Performance Review Template

This is a ready-to-use review for Customer Support Specialists at a small, fully remote online home-goods store. It's built around your values (Own It, Be Kind, Keep It Simple) and your two key metrics (CSAT 92%+ and first response time under 4 business hours).

Assumptions

• The same form works for the annual review and the 6-month check-in. At the check-in, you can skip the overall rating and focus on progress, goals, and support.
• "Business hours" means whatever your company has defined for the support team.
• You pull CSAT and response-time numbers from your helpdesk or reporting tool for the full review period. Use the team's actual numbers, not memory.
• The rating labels below are suggested. Rename them if you already use your own.
• Ratings must come from your own documented evidence. The example comments are starting points, not judgments about any specific person.

Part 1: The Review Form

1. Review Details

2. Rating Scale

3. Core Competencies

Rate each competency 1–5. Add 2–3 specific examples from across the whole review period, such as ticket links, CSAT comments, dates, or metric snapshots.

Competency 1: Responsiveness & Queue Ownership (Own It)

Meets Expectations looks like:

• Keeps first response time under 4 business hours on email and chat across the period.
• Picks up tickets without waiting to be assigned, and follows through until they're resolved or clearly handed off.
• Flags queue spikes or backlogs to the team early instead of letting them pile up.

Rating (1–5): ____

Evidence / examples:

Competency 2: Customer Communication & Care (Be Kind)

Meets Expectations looks like:

• Writes replies that are friendly, clear, and answer the customer's actual question the first time.
• Stays calm and respectful with frustrated customers, and acknowledges the problem before solving it.
• Helps the team keep CSAT at 92%+, with their own CSAT at or near target.

Rating (1–5): ____

Evidence / examples:

Competency 3: Returns & Refunds Accuracy (Shopify)

Meets Expectations looks like:

• Processes returns, exchanges, and refunds in Shopify correctly and in line with the store's return policy.
• Double-checks order details (items, amounts, shipping) before issuing refunds, so there are few errors or reversals.
• Leaves clear internal notes so anyone can see what was done and why.

Rating (1–5): ____

Evidence / examples:

Competency 4: Problem Solving & Escalation (Own It)

Meets Expectations looks like:

• Solves common issues independently, using available tools and help-center content first.
• Escalates shipping issues to ops promptly, with complete information (order number, carrier, tracking, what's been tried).
• Keeps the customer updated while an escalation is open, and closes the loop once it's resolved.

Rating (1–5): ____

Evidence / examples:

Competency 5: Help-Center Content & Knowledge Sharing (Keep It Simple)

Meets Expectations looks like:

• Updates help-center articles when policies, products, or processes change.
• Writes articles in plain, scannable language that customers can follow without contacting support.
• Spots repeat questions in the queue and suggests or creates content to reduce them.

Rating (1–5): ____

Evidence / examples:

Competency 6: Remote Teamwork & Reliability

Meets Expectations looks like:

• Is available and responsive during scheduled hours, and communicates changes to availability in advance.
• Shares useful updates in team channels, such as trends, tricky tickets, and handoffs.
• Supports teammates during busy periods and gives and receives feedback constructively.

Rating (1–5): ____

Evidence / examples:

4. Goals Review (Prior Period)