Xbox CEO Asha Sharma personally handles customer support tickets

Xbox CEO Asha Sharma has been personally responding to customer support tickets for several hours each month to gain direct insight into user experiences and technical difficulties. This hands-on approach, reported by The Wall Street Journal, aims to help her understand the complexities of resolving individual player issues without relying solely on processed corporate reports.

Sharma took over the leadership of Microsoft’s gaming division in early 2026, succeeding Phil Spencer. Her tenure has been marked by significant corporate restructuring, including mass layoffs, studio closures, and shifts in strategy to focus on core franchises like Forza and Halo. She has championed a philosophy of “clarity is kindness,” emphasizing transparency regarding the company’s challenges, such as declining revenues and profit margins.

In addition to her direct engagement with support requests, Sharma’s leadership has overseen various platform updates. These include adjustments to Game Pass pricing, the introduction of a “Disc to Digital” program, and new console customization features, such as selectable startup animations for Xbox Insiders. The company is currently working to stabilize its business and return to a growth trajectory by the end of fiscal year 2027.