In early October, when Visa’s technical chief, Rajat Taneja, saw suspicious activity on his personal Amazon account, he emailed Amazon CEO Andy Jassy.
He suspected someone was using his personal credentials to order products from Amazon India and wondered if there was a ‘flaw in the way Amazon verifies an email account’, according to a channel messaging, previously reported by Insider.
Taneja’s concerns have not gone unnoticed. Jassy quickly forwarded Taneja’s email to his “escalations” team, a group of employees who investigate and resolve customer complaints, and asked for a quick response.
“Can we help him as soon as possible?” Jassy wrote, pointing out that the email was from the chief technology officer at Visa, a strategic partner in Amazon Web Services’ cloud unit. “Could you email once resolved (hopefully today)? Thanks!”
The email exchange is part of a trove of internal communications obtained by Insider that show how Jassy investigates a slew of customer complaints and instructs his team to resolve issues quickly — a practice that helps him learn. and to adapt to the new role of CEO, but also adding pressure to his subordinates.
Representatives for Amazon, Visa and Taneja did not respond to requests for comment.
Employees say Jassy’s frequency of email inquiries far exceeds that of his predecessor, Jeff Bezos, who stepped down as Amazon CEO last year. While Bezos was known to forward customer complaint emails once or twice a month to his team, attaching only a question mark, Jassy “engages daily,” according to a person familiar with the matter.
Jassy generally expects the team to resolve customer complaints within 24 hours and often requests a detailed summary report from management within 14 days. In some cases, other executives, like Amazon retail CEO Dave Clark, have to directly engage and challenge Jassy’s claims, the emails show.
Taneja’s case, however, turned out to be a non-issue. After further investigation, Amazon’s escalation team concluded there were no signs of a security breach in Taneja’s account, according to an internal document reviewed by Insider.
“Mr. Taneja was very pleased with the prompt resolution of his concerns and mentioned that his family loves Amazon,” the document said.
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Contact journalist Eugene Kim via encrypted messaging apps Signal or Telegram (+1-650-942-3061) or email ([email protected]).