TECH NEWS

Xbox CEO Spends Hours Every Month Answering Support Tickets Herself

If you have submitted a customer support ticket to Xbox recently, there is a chance that the person reviewing your issue, offering guidance, or trying to help you troubleshoot a problem, is Microsoft’s chief executive officer for Xbox herself.

A recent profile published by The Wall Street Journal revealed that Xbox CEO Asha Sharma routinely dedicates several hours every month to personally reading, processing, and responding to individual player support tickets. By directly confronting customer grievances, which has ranged from hardware friction and account errors to game-specific glitches and subscription feedback, the executive has gained immediate first-hand experience regarding how intricate and challenging it can be to resolve a single user’s problem.

Sharma, who took charge of Microsoft Gaming after a career trajectory spanning key product and engineering roles at Meta, Instacart, and Microsoft’s CoreAI division, came into the gaming industry without a traditional background in game development. Rather than...

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Shenzhen Is China’s Silicon Valley. Here’s What It’s Like to Visit

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Meta’s new One subscriptions put a price on social media and AI

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Now Light’s minimalist phone can easily call an Uber

Richard Lawler is a senior editor following news across tech, culture, policy, and entertainment. He joined The Verge in 2021 after several years covering news at Engadget. More than a decade after its Kickstarter proposed a “cell phone designed to be used as little as possible,” Light is adding a

Xbox CEO Spends Hours Every Month Answering Support Tickets Herself

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Shenzhen Is China’s Silicon Valley. Here’s What It’s Like to Visit

Meta’s new One subscriptions put a price on social media and AI

Now Light’s minimalist phone can easily call an Uber

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