COBRA Product Support Specialist

Location: US (Hybrid
- Denver, CO | Hybrid
- Saint Louis Park, MN | Remote US)

Employment Type: Full-Time

At Thrive Pass, we're on a mission to help employees and businesses Thrive because benefits should be more than just check boxes. Through personalized benefits technology, data-driven insights, and meaningful experiences, we empower companies to support their teams in ways that truly matter.

We don't just talk about culture, we build it. Everything we do is rooted in our CARE values
:

• Courageous – We embrace new challenges and fresh ideas.
• Accountable – We show up as our true selves and value transparency.
• Resourceful – We find creative solutions and make things happen.
• Engaged – We hold ourselves accountable and take pride in our work.

At Thrive Pass, performance isn't just about hitting goals, it's about how you show up. We invest in our employees' growth and encourage bold thinking, collaboration, and continuous learning. Join us in shaping the future of employee benefits.

As a COBRA Product Support Specialist
, you will play a critical role in supporting Thrive Pass's COBRA operations and client service delivery. You will serve as the primary support owner for assigned accounts while helping ensure operational accuracy, regulatory compliance, and exceptional client experiences.

This position works closely with Client Success, Relationship Management, and Operations teams to support key accounts, manage escalations, and maintain the day-to-day activities that keep our clients and participants supported.

• Serve as the primary support owner for assigned key accounts, maintaining a strong understanding of plan designs, processes, service expectations, and client-specific requirements.
• Manage day-to-day operational activities including COBRA file processing, open enrollment support, renewals, and reporting requirements.
• Investigate, coordinate, and resolve complex client, participant, and carrier escalations through completion.
• Partner with Client Success, Relationship Managers, and internal stakeholders to provide an exceptional client experience.
• Coordinate internal resources to ensure timely issue resolution and effective account support.
• Ensure compliance with federal COBRA regulations, client requirements, and internal service standards.
• Monitor account health and identify recurring issues, trends, and process improvement opportunities.
• Maintain accurate documentation of client processes, workflows, escalations, and resolutions.
• Provide support for member ticket research, complex case management, and operational initiatives as needed.
• Contribute to team goals while consistently demonstrating Thrive Pass CARE values.

We're looking for a detail-oriented professional who thrives in a fast-paced environment and enjoys solving problems, improving processes, and supporting clients.

• Strong attention to detail and ability to manage sensitive information accurately.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to prioritize multiple tasks and meet deadlines in a dynamic environment.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Ability to learn new processes, systems, and industry concepts quickly.
• Self-motivated with a strong sense of ownership and accountability.
• Collaborative team player who is receptive to coaching and continuous improvement.
• Comfortable working independently while managing multiple priorities.

• 1+ years of experience in administrative operations, account support, client services, data management, or a related field.
• Experience working with digital tools, databases, and business applications.
• Strong organizational and time…