Xbox CEO Asha Sharma Reportedly Handles Customer Support Tickets

Xbox CEO Asha Sharma is reportedly taking a direct approach to understanding the player base by handling customer support tickets. According to a report by The Wall Street Journal, Sharma spends a few hours each month responding to customer support messages and conversations. Through this hands-on approach, she has reportedly learned firsthand how complex it can be to resolve individual player issues.

Since taking over her role, Sharma has implemented several changes within the brand. Her actions include modifying Xbox Game Pass, removing a widely disliked Xbox AI assistant, and introducing measures to make it easier for physical disc owners to acquire digital copies. Her leadership follows the July 2026 Xbox layoffs, and company reporting indicates she aims to rebuild Xbox as a gaming brand through open communication of stats and figures.

By communicating with players directly through support channels, Sharma is reportedly attempting to build goodwill and understand various facets of the business. These customer service efforts align with her stated philosophy that clarity is kindness, as the company prepares for upcoming milestones such as Gears of War: E-Day.