ERT Escalation Officer

TLDR

Own end-to-end escalation cases while improving filtering accuracy and ensuring compliance in a dynamic, start-up environment.

  • Escalation Control & Case Ownership (Operational Level)
  • Assess and triage cases based on severity using defined escalation matrix
  • Once escalated, own cases end-to-end at the operational level
  • Filter cases before elevating to the ERT Lead
  • Ensure SLA compliance and case movement efficiency
  • Escalate only high-risk, sensitive, legal-impact, or reputational cases
  • Handle sensitive conversations and de-escalate operational conflicts
  • Protect leadership bandwidth by resolving manageable issues at level
  • Improve filtering accuracy to reduce unnecessary leadership escalations

Requirements

  • Bachelor’s degree in Business, Operations Management, Public Safety, or related field (preferred but not required).
  • Or 2–4+ years in: Escalations handling, Incident management, Customer support leadership, Safety or operations roles
  • 1-2 years of experience in emergency response, first aid, or a related field is an advantage but not required
  • First Aid, CPR, and AED certifications is a plus
  • Strong communication and interpersonal skills
  • Empathy and compassion
  • Ability to work under pressure and handle sensitive information with confidentiality
  • Willingness and ability to work on a shifting schedule
  • Must be knowledgeable in different areas within Metro Manila, Rizal, Cavite, Laguna, and Bulacan.

Benefits

Benefits

  • Freedom of work
  • Work life balance
  • Free meal and use of gym
  • Opportunities for promotion
  • Competitive salary
  • Pay raise
  • Start-up environment
  • Multi-cultural and Agile work environment
  • Diversified use of technology
  • Benefits

    Free Meals & Snacks

    Free meal and use of gym

    Angkas is a ride-hailing startup dedicated to transforming urban transportation in the Philippines by providing safer and smarter mobility solutions. We empower bikers to create sustainable livelihoods that positively impact their families and communities, all while leveraging data-driven insights to enhance the user experience.

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