The ERT Supervisor manages 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.
- 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.
