Emergency Response Team Officer

Angkas; Makati; Hybride; PHP 350 000 - 520 000; Plein temps

Avantages offerts par ce poste

Free meals

Gym access

Career advancement

Competitive salary

Résumé du poste

Angkas operates a Manila hub, driving safe, reliable rides across the metro and empowering a flexible team culture. The ERT Officer will lead urgent incident handling, coordinate with cross-functional partners, and ensure compliant, timely responses in high-pressure situations.

This role supports ongoing safety initiatives, requires strong communication, and offers hybrid work options with opportunities for growth within a fast-moving ride-hailing platform.

Qualifications

• 2–4+ years in escalation handling, incident management, customer support leadership, safety or operations roles.
• Experience in transport, logistics, or safety operations is preferred.
• Knowledge of insurance claims processes is a plus.
• Willingness to work shifting schedules, weekends and holidays.

Responsabilités

• Supervise and coordinate the Emergency Response Team (ERT) in managing accidents, incidents, and other urgent situations.
• Handle escalations from passengers, bikers, and internal teams, ensuring timely resolution and proper escalation when needed.
• Coordinate with Operations, Legal, Insurance, and other departments to address escalated issues and ensure follow-ups.
• Train and mentor ERT members on incident response, escalation protocols, and safety procedures.

Connaissances

Escalations handling

Incident management

Customer support leadership

Safety operations

Formation

Bachelor's degree in Business, Operations Management, Public Safety, or related field

Description du poste

Hey, mabuhay! Thanks for dropping by. We know looking for the right job can feel like being stuck in EDSA traffic, so we'll keep it moving and get straight to the point.

With over 8 million downloads and a powerful network of thousands of dedicated biker-partners, we are a leading ride-hailing platform operating across the Philippines. Our vision is to end poverty in the Philippines through revolutionary transportation solutions. We aim to provide our customers with convenient, reliable, and safe rides, impacting millions of lives positively every single day.

Now, we're looking for an ERT Officer. As an ERT Officer, you'll need to manage high-risk, urgent, and sensitive cases requiring immediate action and cross-functional coordination. The role ensures timely resolution of escalated incidents such as accidents, harassment, safety concerns, claims, and critical customer issues while minimizing operational, financial, and reputational risk.

What you'll be doing:

Emergency Response

• Supervise and coordinate the Emergency Response Team (ERT) in managing accidents, incidents, and other urgent situations.
• Ensure that all response protocols are followed accurately and efficiently.
• Provide guidance and support to ERT members during incident handling.
• Maintain records of all incidents, including reports, photos, and communication logs.

Escalation Management

• Handle escalations from passengers, bikers, and internal teams, ensuring timely resolution.
• Assess incidents to determine severity and necessary actions, escalating to higher management when required.
• Coordinate with relevant departments (Operations, Legal, Insurance, etc.) to address escalated issues.
• Monitor and track escalated cases to ensure follow-ups and closure.

Coordination and Communication

• Serve as the main point of contact between ERT, passengers, bikers, and external authorities (e.g., police, hospitals).
• Maintain proactive communication with affected parties to provide updates and assistance.
• Ensure proper documentation and reporting of all incidents and escalations.

Team Leadership

• Train and mentor ERT members on incident response, escalation protocols, and safety procedures.
• Monitor team performance and provide feedback to improve service quality.

Where And How You Can Work

Our Manila hub is the heart of our operations, keeping millions of commuters and riders connected across the metro. We don't believe in micromanaging your route. We trust our team to choose the balance that empowers them and their squad to crush their goals. Whether you're collaborating onsite, working remotely from your favorite coffee shop, or doing a mix of both, we provide the flexibility; you bring the drive.

Let's get this show on the road!

Qualifications and Requirements

• Bachelor's degree in Business, Operations Management, Public Safety, or related field (preferred but not required).
• 2-4+ years in: Escalations handling, Incident management, Customer support leadership, Safety or operations roles
• Experience in transport, logistics, or safety operations, Knowledge of insurance claims processes,
• Background in emergency response handling-Excellent organizational and time management skills.
• Physically fit to perform emergency response duties
• Willing to work on shifting schedules, weekends, and holidays, as emergencies arise at any time.
• Effective communication and coordination skills with both internal teams and external partners.
• Ability to work under pressure and handle sensitive information with confidentiality.
• Adaptability to take on additional tasks as needed by the ERT Team.

Why join Angkas?

• Work-life balance - Build a career without sacrificing your personal life.
• Free perks - Fuel up with free meals and stay active with gym access.
• Grow fast - Unlock career advancement and promotion opportunities.
• Get rewarded - Earn a competitive salary with opportunities for pay increases.
• Start-up energy - Be part of a fast-moving, innovative team where your ideas matter.
• Global vibes - Collaborate with a diverse, multicultural team in an agile workplace.
• Tech-driven culture - Work with modern tools and cutting-edge technology that keep you ahead of the game.