How we built Queue Crushes: our support team’s framework for remote camaraderie and collaboration

Cori Morris

Cori Morris,

Customer Support Manager at Front

31 January 20250 min read

Learn how Front’s support team built “Queue Crushes,” a collaborative framework for solving cases in real time while fostering remote camaraderie.

Back in 2020, our support team at Front transitioned to being fully remote. While the shift offered exciting benefits — more flexibility, access to incredible talent from anywhere, and more intentional communication — it also came with challenges. Chief among them was losing those quick, casual shoulder taps that made peer collaboration effortless.

Without the ease of leaning over to ask a question or share a solution, we found ourselves relying on Slack messages or tags in Front. Responses took longer — was someone stepping away? Deep in a case? — and “let me show you” was replaced by lengthy, detailed explanations: what you tried, what didn’t work, what you needed.

It became clear that we needed a better way to collaborate in real time, even from miles apart. That’s when inspiration struck, thanks to a 1:1 feedback session with Michael Hughes, a former Fronteer who shared a vision for recreating the camaraderie and quick collaboration of sitting side by side — virtually.

Four years ago, that idea took shape as Queue Crushes: our version of a support “study group,” where teammates tackle real queue cases together in live, interactive sessions. Here’s how it works, why it’s been a game-changer for our team, and how you can build something similar for yours.

What is “Queue Crushes” and how do we run it?

Queue Crushes designed to mimic the spontaneous teamwork we used to have in the office, where quick questions, shared insights, and lightbulb moments happened naturally.

The goal? Foster connection, solve problems faster, and make the queue feel less lonely.

The structure is simple:

  • When: Twice a week, one-hour sessions.

  • Who: Anyone in Support is welcome! Naturally, it’s a mix of support specialists, managers, and even our support ops team (who love joining to spot workflow tweaks or help center gaps). 

  • What: Teammates bring real cases they’re working on, ask for help, and share solutions. It’s like a support team version of sales “deal breakdowns.”

Here are a few key elements that make it run smoothly:

  1. Optional, but popular. There’s no pressure to join, but many teammates see it as a must-attend part of their week. Drop-ins are discouraged to allow for both giving and receiving help.

  2. Flexible for regions. Queue Crushes started in the US. We have separate sessions for EMEA, and we’re expanding to APAC as our team grows.

  3. Open to all levels. Managers usually host, and most support specialists join the event during their respective shift. No sign-up or prep work needed.

  4. Evolving structure. We’ve adjusted times and left formats informal as we’ve learned what works best.

Why Queue Crushes works

What makes Queue Crushes so impactful? It’s more than just solving cases faster — it’s about creating a sense of teamwork, learning, and continuous improvement.

1. Camaraderie and connection

Remote work can feel isolating, but Queue Crushes brings people together. It’s a space where teammates can support each other, share challenges, and celebrate wins. Breaking down silos has been huge for building trust and fostering team spirit.

2. Knowledge sharing

Everyone benefits from the collective expertise in the room. Quick problem-solving isn’t the only win — we also identify trends, uncover bugs, and find areas to improve (like the below screenshot shows).

Our ops team has also spotted tagging issues and even added help center articles based on these sessions.

3. Escalation and refinement

Some cases reveal larger process gaps or bugs that need escalation. Queue Crushes has become a feedback loop for refining workflows, improving tools, and sharing best practices across regions.

See a conversation started by a support team member in Front that sparked from one of our sessions and led to a fruitful discussion on analytics calculations.

How to start your own program

Want to build something similar? Here are some tips to get started:

  1. Start small. Pilot with one region or team, then expand as you refine the format.

  2. Set clear goals. Focus on collaboration, learning, and queue management.

  3. Make it welcoming. Encourage open questions and create a no-judgment zone. (Pro tip: Ask teammates what’s stumping them if no one volunteers right away.)

  4. Adapt to needs. Tailor session frequency, timing, and format to your team. (Another pro tip: mix it up every now and then by randomly asking someone what they’re working on  — instead of immediately diving into issues — and explain how they came to the resolution. This might teach someone else something important, especially new hires!)

  5. Measure success. Track team feedback, queue metrics, and engagement survey results to understand the impact.

What’s next for queue crushes?

We’re always evolving. One idea we’re excited about is cross-regional knowledge sharing — finding ways for teams in different regions to learn from each other’s Queue Crush sessions. We’re exploring how managers most efficiently track and capture key takeaways.

Ultimately, programs like Queue Crushes aren’t just about solving cases faster — they’re about building a team that feels connected, supported, and set up for success.

If you’re leading a support team, I’d encourage you to give it a try. Start small, adapt as you go, and watch your team transform — one “crushed queue” at a time.

Need more ideas on how to create an exceptional support team?

Written by Cori Morris

Originally Published: 31 January 2025

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