From Honduras to the Help Desk: Luis Agurcia on Growing Through Support

From Honduras to the Help Desk: Luis Agurcia on Growing Through Support

🎙️ Voices of Support — Episode 3 Recap

In this episode of Voices of Support, we talk with Luis Agurcia, who spent over five years at PartnerHero, climbing the ladder from frontline agent to team manager. Born and raised in Honduras and now pursuing a Master’s degree in Europe, Luis reflects on what it really means to grow in a BPO — and how support work can be both fulfilling and deeply human.

🚀 From Agent to Manager (and Why It Happened Fast)

Luis didn’t wait for permission to grow. He asked for more, leaned into side projects, and used every ticket as a way to get better. The result? A fast, intentional climb into leadership — with a focus on staying close to the queue even as a manager.

"Even when I was a team lead, I still jumped into the queue. It helped me lead with context, not just KPIs."

💬 Culture, Cutthroat Environments & Finding Motivation

Support can be rough — especially in outsourcing. Luis shares how staying motivated required more than just career ambition. It took strong mentorship, a supportive team, and a culture that saw people, not just ticket volume.

"The difference between a toxic team and a great one often comes down to how much humanity you’re allowed to bring to the job."

✋ Training That Actually Works

Luis breaks down what great training looks like: hands-on, interactive, and scenario-based. As a manager, he prioritized role plays, simulations, and live practice — because real learning happens by doing, not just watching slides.

"You can’t build confidence from a PDF. You build it by trying, failing, and trying again."

🌍 Cross-Cultural Insights from a Global Support Career

Having worked with teams and customers across the U.S., Latin America, and Europe, Luis shares how understanding cultural nuance — even sprinkling in a local phrase — can instantly change a support interaction.

"If you want to build trust fast, show the customer that you get them."

🌿 The Reminder We All Need

Luis closes the episode with a simple message his mentor once gave him: "Go touch grass." In other words: don’t lose yourself in the job. Disconnect. Breathe. And come back better.

"Burnout isn’t proof you’re trying hard. It’s a sign something’s off."

📣 Want to be a guest on Voices of Support?
If you’ve worked on the frontlines of support and have a story to share, we’d love to feature you:
👉 https://tally.so/r/3NPaxb

Thanks again to Luis for sharing his story, his honesty, and a bit of Honduras with us.

— Thibaut 🦊