Microsoft has reportedly laid off paid support staff in favour of the unpaid volunteers that they trained.
Polygon reports that 12 Xbox support staff lost their jobs after unwittingly training their replacements — volunteers in the Xbox Ambassadors program.
The support staff were hired by Affirma Consulting but worked out of Microsoft’s offices. According to Polygon’s sources, a small team has been kept on to manage the Ambassadors.
The Xbox Ambassador program was set up in 2013, and rewards members of the community with various prizes for volunteering their time to assist with customer support.