Frequently asked questions

Finding the right talent is our most important objective, and we settle for nothing less than hiring the highest quality talent. As such, we invest a great deal in our recruitment efforts. Our global recruitment team is constantly sourcing for high-quality talent in all the markets where we have a presence. We have also made invaluable relationships with some local universities, enabling us to source from a highly educated talent pool.Our vetting process includes multiple steps to ensure only the best candidates get accepted into our talent network. First, candidates must undergo rigorous English screening to ensure perfect fluency. From there, they undergo an assessment including three tests covering hard and soft skills. Our vetting process is so rigorous that less than 2% of applicants get accepted into our global talent network.

Currently, our remote employees reside in Peru and Pakistan.

Yes, all our remote employees speak English fluently. Ensuring all our remote employees have 100% English fluency is the first step in our candidate screening process. We know it is essential that all remote employees can speak fluently to our customers, as well as our customer's customers.

Our remote employees that reside in Peru can speak fluent Spanish, which many customers in the U.S. see as an added benefit.

All remote employees must attend Open Academy, our proprietary month-long training program. During this month, they learn the category fundamentals of the business they are joining, including industry-specific terminologies, workflows and ecosystems, and phone etiquette. They also participate in situational mock calls and cyber and security training. Our customers typically find our training courses helpful for a smoother and faster onboarding process. We also strongly encourage our customers to provide the same level of training as they would for any in-house employee.

Yes. Your remote employee remains the same during your partnership with Edge. Unlike other options, your remote employee is fully and exclusively dedicated to you and your office. This dedication enables your remote employee to thrive within your company's specific ways of working and also allows your remote employee to become a seamless extension of the rest of your team and a valuable contributor to your company's culture. We strongly encourage our customers to think of their remote employees just like they do everyone else in the office and treat them accordingly.

Full-time typically means a 40-hour work week, Monday through Friday, similar to how most U.S-based full-time employees are expected to work.

Regardless of where your remote employee resides, they work the hours that accommodate your needs. This usually means 8:00 AM - 4:00 PM or 9:00 AM - 5:00 PM. These hours can be adjusted to be earlier or later, depending on time zones.

We do not currently offer part-time remote employees.

Like any in-house employee, remote employees are entitled to a fair and equitable work/life balance, so the decision to work overtime or on weekends is at their discretion. An additional nominal hourly fee is charged if your remote employee accepts these terms. Note that local labor laws in some countries may limit this type of work.

Edge has dedicated office space in all major cities where our remote employees live. This ensures they work in a secure area, free from other distractions, and provides camaraderie and mentoring amongst remote employees with similar customers. For those remote employees that work from home, we ensure they have a dedicated workspace for privacy and security.

Our remote employees tap into your office's Voice over Internet Protocol (VoIP). This technology allows a person to make voice calls using a broadband Internet connection instead of a regular, analog phone line. This technology also allows each remote employee to have an American phone number from your local area code that will be identified as coming from your practice on a caller ID. This allows our remote employees to receive incoming and make outgoing calls in the same way someone would if they were physically sitting at your reception desk.

We provide each of our remote employees with all equipment. That way, there’s nothing for you to worry about, and It also allows us to install business-specific anti-virus software, malware protection, 100% encryption, and other security features to protect from potential hacks.

We have various security measures to ensure data and information are kept safe. This is especially relevant for our healthcare customers, who must ensure HIPAA compliance. While a complete list of all our security measures would be exhaustive, we have grouped our security measures into five distinct topics: legal protection, employee training, equipment, workspaces, and data and systems.

Our remote employees are trained to use many communication methods–phone calls, texts, email, video-conferencing, etc. Ultimately, this decision is based on your personal preference.

Expanding your team to a global workforce doesn’t mean you have to compromise protecting confidential or sensitive information. That's because all our remote employees are mandated to sign a Non-disclosure Agreement (NDA). NDAs outline the material, knowledge, or information that should be confidential. An NDA provides legal protection if proprietary information is improperly shared.

The PTO policy for each remote employee depends on each country's local labor laws. Peruvian law stipulates that employees are allowed 22 personal days, while Pakistani law stipulates 14 days off. Given the differences in each country, we’ve created a flexible vacation policy that accommodates the importance of our customer's business needs and adheres to the local laws and cultural traditions of the countries where our remote employees reside. For many of our customers, this means agreeing to ‘swap’ holidays in both countries to cover important dates for our customer’s business needs. Since the holiday schedule is known beforehand, we can plan for conflicts and devise solutions early.

Like PTO, sick leave policies depend on each country's local labor laws. Peruvian-based remote employees are entitled to unlimited sick leave, but each day requires a doctor's note. In Peru, remote team members are legally entitled to 5 sick days. Edge will refund a customer for any remote employee needing more than five days off due to illness.

Edge will supply a temporary replacement for extended time off (for example, maternity or paternity leave). The replacement will shadow the existing remote employee to ensure a smooth transition.

Since our remote employees don't live or work within the United States, your local state and federal labor laws and employment protections do not legally apply. This means you do not have any legal liability for the remote employee.

Edge handles all benefits for your remote employee, including health and life insurance.

We take care of all payroll and payments so you can focus on running your business instead of doing tedious administrative tasks.