Can I pick and choose elements from each type of hands on vs. hands off solution offered?

The short answer is no, as, you will ultimately need to choose whether you would like for SupportNinja to manage the service, or whether you would like to manage and oversee the service (but rely on us for all sourcing, hiring, onboarding and logistics).  There are two distinct solution styles we offer, both sets have unique service benefits entirely crafted to either end of the management scale our clients prefer and how much oversight you would like us to have. We are happy to walk you through the benefits and nuances of both solution types and advise you on the optimal approach depending on your specific business needs and current operating model.