https://www.polygon.com/2018/5/29/17406254/microsoft-layoffs-twitter-support-xbox-ambassadors

Microsoft laid off a team of Xbox support staff earlier this month, replacing them with volunteer Xbox fans, according to two sources affected by the layoffs.

Around 12 people lost their jobs earlier this month. The team had worked with direct support inquiries made via the popular Twitter account @XboxSupport. They were employed by a company called Affirma Consulting, but mainly worked in Microsoft’s offices.