Emergency Response Team Supervisor

Angkas; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Work-life balance

Free meals

Gym access

Career growth

Competitive salary

Startup energy

Global team

Tech-driven culture

Job summary

Angkas in the Philippines is seeking an ERT Supervisor to lead the Emergency Response Team in handling urgent incidents, accidents, and safety concerns, coordinating with Ops, Legal, Insurance, and external partners. You will supervise response protocols, mentor team members, maintain incident records, and ensure timely, confidential resolution while minimizing risk.

Manila-based hub offers flexible onsite, remote, or hybrid work arrangements and opportunities to grow in a fast-moving,

Qualifications

• 2–4+ years in escalations handling, incident management, customer support leadership, safety or operations roles.

Responsibilities

• Emergency Response: supervise and coordinate the Emergency Response Team (ERT) in managing accidents, incidents, and urgent situations.
• Escalation Management: handle escalations from passengers, bikers, and internal teams; assess severity and escalate when needed.
• Coordination and Communication: serve as main contact between ERT, passengers, bikers, and external authorities; maintain updates and reports.
• Team Leadership: train and mentor ERT members on incident response, escalation protocols, and safety procedures.

Skills

Escalations handling

Incident management

Customer support leadership

Safety operations

Education

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

Job description

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 Supervisor. As an ERT Supervisor, 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, harassments, 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.

• 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.