Vantaggi
I've never felt so supported at a company. I have support from higher ups all throughout my shifts, there's great communication, and it's lovely that everyone is working toward a singular goal of helping others and keeping others safe.
Working remote is also a great plus.
Svantaggi
Being required to be on Zoom can feel micromanage-y.
It becomes apparent that training is severely lacking, and you get lots of clients you're not trained to handle (e.g., individuals with severe mental disorder or dissociation). You'll always feel like you're not doing enough, especially during evaluations.
Going overtime on shift is often expected with long conversations, so don't expect to always clock out on time. Conversations can be as long as 3-4 hours and easily become tiring. Even still, you will NOT have permission to end these chats despite clients not being in immediate danger. All in all, you're really not in charge of whether or not you go overtime, and you'd still "get in trouble" and be warned about your hours.
And lastly, the job is severely underpaid despite the constant stress and potential abuse from clients you're undergoing.