Location: Remote
Employment Type: Full-time

Who We Are

At ThrivePass, we’re on a mission to help employees and businesses Thrive—because benefits should be more than just checkboxes. 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.

• Authentic – We show up as our true selves and value transparency.

• Resourceful – We find creative solutions and make things happen.

• Excellent – We hold ourselves accountable and take pride in our work.

At ThrivePass, 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!

What You’ll Do

The Engagement Specialist is an integral part of our customer support team, working directly with our members in a high-volume, metrics-driven environment. This role ensures the highest level of customer satisfaction through timely, empathetic communication and the delivery of accurate solutions related to employee benefits and COBRA administration.

You will:

• Deliver exceptional customer service to COBRA members during their election period and throughout enrollment.

• Interact directly with members through our ticketing system and high call volume phone environment to resolve inquiries promptly and accurately.

• Consistently meet or exceed established KPIs, SLAs, quality standards, and productivity metrics related to call handling, case resolution, and response times.

• Process qualifying event notices, election forms, coverage changes, and termination letters in a timely and compliant manner.

• Maintain detailed and accurate documentation of member interactions to support audit, compliance, and performance tracking.

• Identify issues, trends, or inefficiencies and follow proper escalation paths when needed.

• Take ownership of member cases by providing proactive follow-up and end‑to‑end resolution.

• Collaborate with cross‑functional teams to improve workflows, member experience, and operational efficiency.

• As needed, provide operational backup support to our India Operations team.

• Bring forward ideas for continuous improvement—we value innovation and employee input.

What You Bring

We’re looking for someone who thrives in a fast‑paced, performance‑accountable support environment and is passionate about helping others navigate benefits with confidence:

• A proactive, people‑first mindset with a strong focus on member experience.

• Comfort working in a high call volume role with clear performance expectations and accountability.

• Strong organizational skills and attention to detail.

• Ability to adapt quickly in a changing environment while maintaining service quality.

• Collaborative team player with a strong sense of ownership.

Requirements

• 1–2 years of experience in customer service, benefits administration, call center, or phone-based support roles.

• Prior experience supporting or administering employee benefits, including medical plans, FSA, HSA, or COBRA.

• Experience working in an environment with defined performance metrics (e.g., call volume, quality scores, SLAs, productivity targets).

• Familiarity with insurance concepts, standard practices, and HIPAA compliance.

• Ability to effectively use technology platforms, CRM/ticketing tools, and phone systems.

• Proven ability to deliver high‑quality, compliant customer support consistently.

• Strong verbal and written communication skills.

• Customer‑centric and highly empathetic approach to service.

• Comfortable receiving coaching and feedback tied to performance metrics.

• Ability to manage multiple priorities and transition between tasks efficiently.

• Ability to work independently in a remote environment.

Why You’ll Love Working Here

• $44,000–$50,000 annual salary

• A culture that values courageousness, authenticity, resourcefulness, and excellence.

• Opportunities to grow, learn, and advance your skills.

• A collaborative team that genuinely enjoys working together.

• Competitive benefits package—because we practice what we preach.

• An inclusive and welcoming workplace. ThrivePass is committed to equal opportunity and does not discriminate based on race, color, religion, gender, gender expression, age, national origin, disability, marital status, sexual orientation, or military status.

Join Us!

If this role sounds like your next great adventure, we’d love to hear from you. Apply today and let’s build something amazing together! 🚀