Kailee Urban
Global Director of Customer Support at FullStory- Claim this Profile
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Topline Score
Bio
Derek Mansfield
Kailee is THE most skilled customer care manager I have ever had the pleasure to work with. She is intelligent, thoughtful, dedicated, and empathizes with customers. At Relay Foods and Door-to-Door Organics, she managed and developed a team culture that was independent, confident, supportive of customers and of team members throughout the organization. She understood our technology back to front, and worked directly with our lead developers to improve the customer experience. We would not make any changes to our customer experience without consulting with Kailee first. In addition, she proved to be an adept project manager, taking ownership for design and implementation of several cross-department initiatives. She is organized, practical, and holds team members to account without creating discord. Whoever has the pleasure of working with Kailee will quickly learn that she is one of their most valuable team members!
Graham Evans
I worked with Kailee closely for about 3 years and managed her directly for over a year. She is a gifted manager, very capable of working with individuals and also bringing together a cohesive team. From her reports, I received nothing by high marks and praise. She is capable of addressing challenging circumstances with her team, provides clear guidance, and leads by example. In her role as customer service manager, she fought every day for our customers best interests. They were lucky to have Kailee at the helm. The bottom line is that Kailee works hard, learns fast, understands team dynamics and is a great manager. I have little doubt she would impress in just about any role to which she applied herself.
Derek Mansfield
Kailee is THE most skilled customer care manager I have ever had the pleasure to work with. She is intelligent, thoughtful, dedicated, and empathizes with customers. At Relay Foods and Door-to-Door Organics, she managed and developed a team culture that was independent, confident, supportive of customers and of team members throughout the organization. She understood our technology back to front, and worked directly with our lead developers to improve the customer experience. We would not make any changes to our customer experience without consulting with Kailee first. In addition, she proved to be an adept project manager, taking ownership for design and implementation of several cross-department initiatives. She is organized, practical, and holds team members to account without creating discord. Whoever has the pleasure of working with Kailee will quickly learn that she is one of their most valuable team members!
Graham Evans
I worked with Kailee closely for about 3 years and managed her directly for over a year. She is a gifted manager, very capable of working with individuals and also bringing together a cohesive team. From her reports, I received nothing by high marks and praise. She is capable of addressing challenging circumstances with her team, provides clear guidance, and leads by example. In her role as customer service manager, she fought every day for our customers best interests. They were lucky to have Kailee at the helm. The bottom line is that Kailee works hard, learns fast, understands team dynamics and is a great manager. I have little doubt she would impress in just about any role to which she applied herself.
Derek Mansfield
Kailee is THE most skilled customer care manager I have ever had the pleasure to work with. She is intelligent, thoughtful, dedicated, and empathizes with customers. At Relay Foods and Door-to-Door Organics, she managed and developed a team culture that was independent, confident, supportive of customers and of team members throughout the organization. She understood our technology back to front, and worked directly with our lead developers to improve the customer experience. We would not make any changes to our customer experience without consulting with Kailee first. In addition, she proved to be an adept project manager, taking ownership for design and implementation of several cross-department initiatives. She is organized, practical, and holds team members to account without creating discord. Whoever has the pleasure of working with Kailee will quickly learn that she is one of their most valuable team members!
Graham Evans
I worked with Kailee closely for about 3 years and managed her directly for over a year. She is a gifted manager, very capable of working with individuals and also bringing together a cohesive team. From her reports, I received nothing by high marks and praise. She is capable of addressing challenging circumstances with her team, provides clear guidance, and leads by example. In her role as customer service manager, she fought every day for our customers best interests. They were lucky to have Kailee at the helm. The bottom line is that Kailee works hard, learns fast, understands team dynamics and is a great manager. I have little doubt she would impress in just about any role to which she applied herself.
Derek Mansfield
Kailee is THE most skilled customer care manager I have ever had the pleasure to work with. She is intelligent, thoughtful, dedicated, and empathizes with customers. At Relay Foods and Door-to-Door Organics, she managed and developed a team culture that was independent, confident, supportive of customers and of team members throughout the organization. She understood our technology back to front, and worked directly with our lead developers to improve the customer experience. We would not make any changes to our customer experience without consulting with Kailee first. In addition, she proved to be an adept project manager, taking ownership for design and implementation of several cross-department initiatives. She is organized, practical, and holds team members to account without creating discord. Whoever has the pleasure of working with Kailee will quickly learn that she is one of their most valuable team members!
Graham Evans
I worked with Kailee closely for about 3 years and managed her directly for over a year. She is a gifted manager, very capable of working with individuals and also bringing together a cohesive team. From her reports, I received nothing by high marks and praise. She is capable of addressing challenging circumstances with her team, provides clear guidance, and leads by example. In her role as customer service manager, she fought every day for our customers best interests. They were lucky to have Kailee at the helm. The bottom line is that Kailee works hard, learns fast, understands team dynamics and is a great manager. I have little doubt she would impress in just about any role to which she applied herself.
Credentials
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Fundamentals Certification Exam
FullStoryJan, 2023- Nov, 2024
Experience
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FullStory
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United States
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Software Development
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300 - 400 Employee
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Global Director of Customer Support
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Aug 2022 - Present
Coaches and mentors Technical Support Specialist and Support Engineering managers. Sets the vision and strategy for global Support organization. Focused on employee experience and system efficiency in order to provide a exceptional value to our customers through industry-leading support while maintaining a low % of cost to the business.
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Senior Manager of Customer Support
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Feb 2021 - Aug 2022
Launched a global 24/7 support model and a paid premium offering. Maintained YoY team SLA of 98% and 4.85/5 CSAT. Established company wide incident response process and tabletop exercise program.
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Manager of Customer Support
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Feb 2020 - Feb 2021
Established support systems and processes that scaled the team from 1 to 17. Developed onboarding program for new Support hires. Implemented CSAT/CES program through Stella Connect and ticket QA program through MaestroQA. Designed and delivered feedback tool to provide VoC requests to our Product org to drive our product roadmap.
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Support Specialist Lead
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Apr 2017 - Feb 2020
Partnered with Engineering to develop bug prioritization process. Designed and implemented initial Zendesk tagging and reporting in order to drive business decisions rooted in customer data. Built a queue simulation challenge for interviews to provide us with confidence in our hiring decisions.
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Support Driven
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United States
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Information Services
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1 - 100 Employee
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Member
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Dec 2016 - Present
Support Driven is a community of people in Customer Support and Success helping each other. It’s a great resource for leaders and ICs alike who care deeply about customer experiences and are willing to share their learnings and perspectives. Support Driven is a community of people in Customer Support and Success helping each other. It’s a great resource for leaders and ICs alike who care deeply about customer experiences and are willing to share their learnings and perspectives.
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Door to Door Organics
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Food & Beverages
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1 - 100 Employee
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Customer Care Manager
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Jan 2017 - Apr 2017
Transitioned the Support team and customers through a merger with Relay Foods. Established KPIs to track success of the merger and impact to the distinct customer bases. Streamlined multi-platform support for two unique brands into a centralized queue. Partnered with cross-functional stakeholders to develop a roadmap and customer communication plan for the launch of the centralized website and service. Transitioned the Support team and customers through a merger with Relay Foods. Established KPIs to track success of the merger and impact to the distinct customer bases. Streamlined multi-platform support for two unique brands into a centralized queue. Partnered with cross-functional stakeholders to develop a roadmap and customer communication plan for the launch of the centralized website and service.
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Relay Foods
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United States
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Retail
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1 - 100 Employee
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Customer Happiness Manager
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Aug 2014 - Jan 2017
Hired, onboarded, and mentored a national team that consistently hit KPI targets. Developed case type reporting to identify support trends and areas for operational improvements. Partnered closely with Engineering team to prioritize bugs reports and feature requests for internal and external products. Conducted UX research for mobile app launch.
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Customer Service Representative
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Oct 2013 - Aug 2014
Launched customer feedback forum and implemented internal processes for monitoring and responding to feedback trends. Lead the migration from VoIP phone system to a cloud-based solution. Assisted with help desk migration from Desk.com to UserVoice.
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Thomas Jefferson Foundation
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United States
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Museums, Historical Sites, and Zoos
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100 - 200 Employee
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Manager of Transportation and Guest Relations Administration
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Jan 2013 - Oct 2013
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Transportation and Parking Team Lead
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Dec 2011 - Jan 2013
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Ticket Office Associate / Shift Supervisor
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Apr 2011 - Dec 2011
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Guest Services Associate
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Mar 2011 - Apr 2011
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Education
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2005 - 2009
University of Virginia
Bachelor of Fine Arts (BFA), Architectural History with a Minor in Art History and Architectural Design
Community
