EverPro - Customer Researcher, Payments (Remote, Canada)

Role overview Lead customer research for payment experiences used by small businesses and independent service professionals. You’ll work with product, design, marketing, and other teams to understand how customers discover, adopt, trust, and continue using payment features, then use that evidence to guide product and growth decisions.

Responsibilities - Plan and conduct research across the payment journey, from onboarding and activation to repeat use and retention. - Combine interviews and surveys with behavioral data, funnel analysis, and other quantitative evidence to investigate customer needs and friction. - Scope research with cross-functional partners and manage several projects at once, including work in ambiguous problem areas. - Turn findings into clear recommendations for product strategy, roadmap priorities, and growth initiatives. - Present results in formats suited to the audience, such as reports, presentations, and concise research summaries. - Build working relationships across product, design, marketing, engineering, sales, customer support, and leadership teams to bring research into decisions.

Requirements - At least five years of professional research experience using rigorous methods to produce credible findings. - Strong mixed-method research skills; experience in a software-as-a-service environment is helpful. - Experience applying research insights to product, growth, or business decisions. - Ability to analyze product and survey data with statistical or analytical tools such as R, Python, or JASP. - Able to independently define research questions and plans, align stakeholders, manage parallel projects, and respectfully challenge assumptions with evidence. - Strong attention to detail, analytical problem-solving, and contingency planning.

Benefits and work setup - Remote work from within Canada, with office or hybrid options near an office; the Greater Toronto Area is preferred. Applicants must be eligible to work in Canada without sponsorship. Some travel to U.S. or other North American offices may be required. - Benefits include a wellness stipend, three weeks of vacation to start, a volunteer day, two floating holidays, an employee stock purchase program, and a retirement savings plan with a 4% company match. - Target base compensation is CAD $95,000–$110,000, with the final amount depending on location and experience.