Rather than JWZ, you may be thinking of the Mailman system for customer service at Amazon in the early days, as recounted by Steve Yegge [1] [1] https://sites.

Rather than JWZ, you may be thinking of the Mailman system for customer service at Amazon in the early days, as recounted by Steve Yegge [1] [1] https://sites.google.com/site/steveyegge2/tour-de-babel https://sites.google.com/site/steveyegge2/tour-de-babel