Kailee Urban
About Kailee Urban
Kailee Urban serves as the Senior Director of Global Customer Support and Digital Success at Fullstory, where she oversees customer support initiatives. She has over a decade of experience in the SaaS and Ecommerce sectors, having held various roles in customer support and management.
Work at FullStory
Kailee Urban currently holds the position of Senior Director, Global Customer Support + Digital Success at FullStory, a role she has occupied since 2024. Prior to this, she served as Global Director of Customer Support from 2022 to 2024 and as Senior Manager of Customer Support from 2021 to 2022. In these roles, she focused on enhancing customer support initiatives and digital success strategies within the company, contributing to the overall customer experience.
Education and Expertise
Kailee Urban earned a Bachelor of Fine Arts (BFA) degree in Architectural History with a Minor in Art History and Architectural Design from the University of Virginia, completing her studies from 2005 to 2009. She possesses over a decade of experience in customer support, particularly in the SaaS and Ecommerce sectors. Urban has developed expertise in creating effective customer support strategies tailored for digital platforms.
Background
Before her tenure at FullStory, Kailee Urban worked in various roles that contributed to her extensive experience in customer support. She was the Head of Customer Care at Door to Door Organics in 2017 and served as Customer Service Representative at Relay Foods from 2013 to 2014. Additionally, she held multiple positions at the Thomas Jefferson Foundation, including Manager of Transportation and Guest Relations Administration and Transportation and Parking Team Lead.
Achievements
Kailee Urban has a proven track record in building and scaling customer support teams and processes. Her leadership roles have involved overseeing global customer support initiatives, which have been instrumental in enhancing customer satisfaction and operational efficiency. Urban's experience spans various organizations, where she has consistently contributed to improving customer care and support systems.
Professional Affiliations
Kailee Urban has been an active member of Support Driven since 2016. This involvement reflects her commitment to the customer support community and her dedication to professional development within the industry.