EverPro - Customer Researcher, Payments (Remote, Canada)

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 745,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/

EverPro, a business within EverCommerce, provides software and solutions designed to help home and field service businesses run and grow their companies with greater efficiency and confidence. EverPro brings together purpose-built tools across key trades—including field service, remodeling and roofing, landscaping, and pest and lawn—so service professionals can manage operations, engage customers, and drive long-term growth.

Our solutions support the full lifecycle of running a service business, from scheduling and dispatching work, to estimating, invoicing, and payments, to customer communication, reputation management, and business insights. Together, these connected solutions help service pros win more jobs, save time, and build stronger, more resilient businesses.

We are looking to hire a Customer Researcher to join our research team to focus on our payments product within Invoice Simple and Joist. Payments is a core growth and retention driver across both Invoice Simple and Joist. This role plays a critical part in shaping how service professionals adopt, trust, and expand their use of payments – directly influencing conversion, retention, and long-term customer value.

Invoice Simple is the leading invoice app for contractors, freelancers, owner-operators, creatives, and other small business owners in any industry and in any country. Invoice Simple is the easiest way to invoice your customers and get paid. Joist is the #1 app built exclusively for contractors. Our easy-to-use mobile and web applications give home pros the ability to quickly create professional estimates and invoices, accept payments, and manage their projects from anywhere.

Responsibilities:

In this role, the UX Researcher will partner closely with Product, Design, Marketing, and senior leadership to ensure customer insight directly informs product strategy, growth initiatives, and execution across the Payments experience.

• Conduct research across the full payments user journey, from onboarding and activation through ongoing usage, trust, and retention.
• Be a trusted subject-matter expert for customer research, providing clear, evidence-based recommendations to inform decisions.
• Work across departments to scope, plan, design and execute impactful research initiatives.
• Use a blend of qualitative and quantitative methods (e.g., behavioural data, surveys, funnels, and interviews) to understand payments adoption, friction, trust and behaviour.
• Utilize research findings to influence payments strategy, roadmap prioritization, and growth initiatives.
• Skillfully craft and present audience-tailored research assets (e.g., presentations, reports, one-pagers) to document and communicate your research findings.
• Foster strong collaborative relationships within the company (e.g., with product, marketing, design, sales, engineering, customer success & support, and the senior leadership team) to ensure stakeholder buy-in and contribution to cross-functional projects.

Skills and Experience needed for success in this role:

• 5+ years of professional research experience, with a strong background in utilizing rigorous research methods to produce empirically credible findings.
• Adept at mixed-method research, preferably stemming from a background in SaaS businesses.
• Experience translating research insights into product, growth, or business decisions – not just artifacts or reports.
• Expertise analyzing product and survey data using statistical or analytical tools (e.g., R, Python, JASP) and translating results into product decisions.
• Ability to own and independently drive research projects while involving stakeholders.
• Comfortable operating independently in initially ambiguous problem spaces who can proactively define problems, research plans, and achieve stakeholder alignment.
• Can respectfully challenge assumptions and influence decisions with evidence.
• Proficiency in owning, managing and driving multiple, parallel research projects.
• High attention to detail, complex problem-solving, and contingency planning
  

Where: Remote within Canada – Ideally in the Greater Toronto Area
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the Canada – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits & Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Robust wellness benefits, including an annual wellness stipend
• 3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you
• Employee Stock Purchase Program
• Registered Retirement Savings Plan (RRSP) with 4% company match

Compensation: The target base compensation for this position is $95,000 to $110,000 CAD per year in most Canada locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!

EverCommerce uses approved artificial intelligence (“AI”) tools to support its business operations. Employees are encouraged to use authorized AI tools, when appropriate for their roles, to improve efficiency, quality, and innovation. All AI use must comply with company policies, including requirements concerning confidentiality, data security, intellectual property, accuracy, and human review. Employees remain responsible for reviewing and validating AI-assisted work.