Frequently Asked Questions
Q: Is my remote staff dedicated and what does that mean exactly?
A: Yes, if you choose the full time option your staff will be 100% dedicated to your company working 40 hours or with overtime as needed. They will be available to you during your business hours.
Q: What hours will my professionals work?
A: Our staff works a standard American schedule either Central or Eastern Standard depending on their location but they will adapt to your business schedule as needed. Our staff is physically located in similar time zones all around Latin America.
Q: Who keeps my remote staff accountable?
A: The client manages the day to day tasks and responsibilities. Our Highland support staff will assist you in keeping staff accountable by verifying attendance, work hours and ensure they remain responsive and communicative. We will also as you for feedback from time to time on their performance and results.
Q: Can I communicate with my professional directly?
A: Absolutely yes. We believe direct and open communication is key to a successful engagement. You will be able to communicate to your remote worker via Whatsapp, Zoom, or any other platform or project management system you prefer. We ask that our point of contact staff is included in all correspondence with your team to ensure proactive support.
Q: How does billing work?
There are two billing cycles in a month, from the 1st through the 15th and from the 16th to the last day of the month. We email you the invoices and they are due upon arrival with a 10-day payment window before work has to be stopped.
Q: How can I pay my invoice?
A: You can pay by credit card, Zelle, bank transfer or deposit. We discourage paper checks but will try to accommodate temporarily if needed. Let’s stay paperless please!
Q: Can I dispute time on my invoice?
A: Definitely yes. Our guarantee is to never pay for unproductive work, and we will gladly compensate any time deemed unproductive for all open invoices. Please let us know and we will conduct an investigation for a prompt resolution.
Q: Will the pay rate ever change?
Yes, your team member hourly rates are reviewed every 6 months. Increases are sometimes needed to retain members who have accumulated company knowledge and to cover annual salary increases.