Xbox CEO reveals she personally responds to customer support tickets

GamingbyCalum PattersonPublished: Sep 14, 2026, 11:50MicrosoftAdd as a preferred source on GoogleFollow on Google News

Xbox CEO Asha Sharma has revealed she personally responds to customer support tickets every month as part of an effort to better understand the problems players are facing.

Sharma took over Xbox in February 2026 following the departure of longtime gaming boss Phil Spencer, stepping into the role despite having no previous experience in the video game industry.

Since then, she has taken a much more hands-on approach to learning about Xbox players, including spending several hours each month working through support requests herself.

Speaking to The Wall Street Journal, Sharma said she responds directly to customer support tickets to get a clearer picture of the issues Xbox users regularly encounter.

According to the report, “she spends a few hours each month” doing this, and has “learned how complex it can be to fix a single player’s problem.”

Sharma’s Xbox so far

Since taking charge, she has already overseen major changes across Xbox, including job cuts, a reduction in the number of games being developed, and focusing on Microsoft’s biggest franchises.

Sharma has also earned praise for scrapping a generally criticized Xbox AI assistant and making it easier for players who own physical games to access digital copies.

She has also been open about the challenges facing the company, with the WSJ reporting that Xbox revenue is declining and its profit margins remain low.

Sharma is now targeting double-digit profit margins during the current fiscal year while pushing Xbox toward a much larger audience across games, movies, and other media.