Xbox CEO Asha Sharma is Reportedly Spending Hours Answering Support Tickets

By now, you have seen and heard Asha Sharma’s work ever since she assumed the role of Xbox CEO. As a CEO, you would expect her to make big decisions for Xbox. She is doing exactly that, but Sharma is also taking a surprisingly personal approach to player feedback.

Asha Sharma is personally getting involved with Xbox support

A new report from The Wall Street Journal reveals an unusual part of Sharma’s leadership routine. The Xbox CEO reportedly spends several hours each month personally responding to player support tickets.

Reportedly, Sharma wants direct insight into the problems Xbox players are actually facing. Instead of relying entirely on reports from different teams, she is going straight to customer complaints. That approach also gives Sharma a closer look at Xbox’s hardware, ecosystem, and overall player experience. It fits with her broader focus on understanding players and making Xbox more player focused.

Sharma became Microsoft Gaming’s CEO in February 2026. Microsoft later changed the division’s name to Xbox, with Sharma retaining the CEO role. Interestingly, Sharma joined at Xbox without previous professional experience in the gaming industry. Her background includes senior roles at Meta, Instacart, and Microsoft.

Her hands-on approach comes as Xbox makes major changes

Sharma has already pushed several changes since taking charge of Xbox. She has emphasized great games, a renewed focus on Xbox, and the future of play. She has also stressed that Xbox needs to fix its fundamentals across consoles and PC. Earlier this year, Sharma said Xbox should roll out updates more frequently.

Now, her support-ticket routine adds another interesting layer to that strategy. It suggests Sharma wants player feedback to reach her directly, rather than through layers of management. For Xbox players, that’s a good sign. Getting the CEO personally involved with support complaints could expose problems that internal reports sometimes miss.