Kailee Urban

Kailee Urban has a diverse and extensive work experience spanning multiple industries and roles. Kailee started their career at the Thomas Jefferson Foundation, where they held various positions in transportation and guest relations administration. Kailee then joined Relay Foods as a Customer Service Representative and later became the Customer Happiness Manager, responsible for hiring and mentoring a national team. At Door to Door Organics, they served as the Customer Care Manager and successfully led the support team through a merger. Kailee also contributed to the customer support community as a member of Support Driven.

Their most recent position was at FullStory, where they held several roles. Kailee started as a Support Specialist Lead, where they partnered with engineering to develop bug prioritization processes and implemented customer data-driven decision-making. Kailee then became the Manager of Customer Support and established support systems that scaled the team. Later on, they became a Senior Manager of Customer Support, where they launched a global 24/7 support model and maintained high customer satisfaction ratings. Currently, they are the Global Director of Customer Support at FullStory, leading a team and setting the vision and strategy for the global support organization to provide exceptional value to customers.

Kailee Urban obtained a Bachelor of Fine Arts (BFA) degree in Architectural History with a Minor in Art History and Architectural Design from the University of Virginia, where they studied from 2005 to 2009. Kailee also holds a Fundamentals Certification Exam from FullStory, which was obtained in 2023.